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QBE works on customer charter

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QBE is about to launch a new Customer Charter, which it says will deliver better and more consistent outcomes for clients during the claims process.

More than 100 representatives from the insurer’s property supplier network have collaborated on the project.

Chief Claims Officer Jon Fox says QBE needs “to ensure that we are delivering an experience that is consistent with current community values”.

“The claims experience is the moment of truth for insurers and we know that each and every touchpoint can influence the customer’s view of the entire process.”

The charter follows a strategic review of QBE’s claims divisions. In May it also appointed claims specialist Sedgwick as its sole loss adjusting partner and introduced technology to automate non-complex property claims.

“Our recent [request for proposals] process has enabled us to enhance our approved supplier network with new and existing partners that share our customer-first ambition,” Mr Fox said.

“The next step to this was to bring everyone together and map out what this looks like in practice through the creation of a unified customer charter.

“We’re committed to becoming a more customer-centric insurer and recognise the importance of shared values within our partnerships in making the customer’s journey back to recovery as seamless as possible.”

A QBE supplier conference was held in Sydney yesterday to celebrate the new partnerships and to develop the unified customer-centric claims experience approach.