Auto & General's commitment to customer service excellence is recognised by Ombudsman for Short-term insurance
Auto & General’s commitment to customer service excellence has been recognised by the Ombudsman for Short-Term Insurance.
The Company, which reaffirmed its commitment to customer service excellence with the update and re-launch of its Client Service Charter in November last year, is one of three companies in the running for the prestigious Ukusizana Award presented annually by the Ombudsman for Short-Term Insurance in recognition of short-term insurers’ commitment to service and, dedication to seeing disputes and complaints resolved quickly, fairly and cost-effectively.
The criteria for the award include: application of the principles of fairness and equity, speed and thoroughness of insurers’ responses to the Ombudsman’s office, commitment to fairness and equity, and the level of cooperation the office received from each insurer.
The overall winner, second place and third place will be announced at the launch of the Ombudsman’s Annual Report in March 2008.
Commenting on Auto & General’s nomination for the award, Company’s director, Angelo Haggiyannes (pictured right), said: “We are obviously delighted and very proud to be among the top three candidates for the Ukusizana Award.
“Auto & General places enormous emphasis on ensuring that our customers’ right to excellent service is fulfilled at all times and, our nomination for the award is testament to our unwavering and steadfast commitment to delivering on our promises and providing the best possible service.
“In an industry where players are often touted for bad service and lack of ethics, Auto & General strives for continuous improvement, raising and maintaining service levels to ensure that customers’ rights are met and to promote a positive image of the insurance industry as a whole.”
Auto & General formalised its commitment to customer service excellence when it became the first short-term insurer to launch a service charter for its clients in 2005. The client charter was refreshed in 2007.
The new Service Charter expands on the first charter, comprehensively listing its clients’ fundamental rights and detailing just how specifically they can expect Auto & General to deliver on them.
To demonstrate how serious the company is about delivering on its promises, Auto & General has introduced a self-imposed penalty payment of R250 which will be paid to any client that believes Auto & General has failed to fulfil any of their rights under the Service Charter.
