The AFA and the Beddoes Institute have announced Zurich as the winner of its overall 2017 Consumer Choice Award.
The accolade was announced at a ceremony in Sydney last night, recognising the performance of life insurance companies on servicing claimants and policyholders. MLC Life, AMP and ANZ’s OnePath were named as finalists for the overall award.
In the Policyholder Choice Awards segment, AMP took out the ‘value for money’ category, MLC Life won ‘best new customer service’ and Zurich won the ‘most satisfied customers’ award.
In the Claimant Choice Awards, BT won three of the six categories, including ‘best application process’ and ‘return to health and wellness’ award, while OnePath won ‘best turnaround time’, MLC Life won the new ‘focus on early intervention’ award and Zurich won the ‘greatest gain in advocacy’ category, which ranks insurers on net promoter score (NPS).
“By listening to the voice of large groups of consumers on an ongoing basis, life insurance companies are increasingly prioritising where they can best improve their service to better meet their customers' needs,” said Beddoes Institute director Rebecca Sheils.
“It’s encouraging that so many insurers are pursuing excellence in servicing claimants and policyholders.”
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