Asteron Life Wins Life Insurance Company of the Year Two Years in a Row
A commitment to exceptional customer service at claim time resulted in Asteron Life taking away the premier title of Life Insurance Company of the Year for the second year in a row at the Australian and New Zealand Institute of Insurance and Finance industry awards last night.
The awards publicly celebrate the highest standards of excellence, professionalism and performance of individuals and organisations across the industry. Asteron Life’s new business grew 14 per cent in the 2014 financial year, building on a remarkable 41 per cent increase in the previous year. They’ve consecutively ranked in the top three for their commitment to customer service at claim time in the annual Beaton Insurance Industry Intermediary Studies.
Asteron Life NZ managing director Nadine Tereora says the company is elated with the win and credits her team’s outstanding staff culture, strong customer service focus and the innovative way it delivers its products.
“What sets us apart is our initiative to be bold in what we believe in, and what’s right for our customers. We’re in the business of paying claims, and so it’s our mission to make a difficult time in customers’ lives as stress-free as possible. We never stop seeking knowledge of our customers so that we can deliver products that meet their needs at the time they need them most. Helping customers to live with confidence, knowing they’re covered, is really important to us.”
Tereora says in the last year the company has embarked on a strategy to raise its customer service levels over and above industry standard benchmarks. An express service was introduced to improve the customer experience at application time. This requires customers to only answer a six question form before being called by an Asteron Life staff member, who collates the customer’s medical, lifestyle and occupational information for their specific policy.
“This new approach has resulted in a 40 per cent reduction in the number of advisers who have to go back to their clients asking for more information. It gives customers surety that they’re providing the right information needed for their particular policy.”
The company also received WriteMark accreditation for avoiding “business speak” in its Business Insurance policy document in December 2013. The accreditation is awarded to companies who simplify the way they communicate with their customers and place a particular emphasis on getting to the point.
Asteron Life says it will continue to implement customer service improvements and build on the momentum seen since it put the customer at the forefront of its thinking.
“I feel absolutely privileged to be part of this step change within Asteron Life and proud of our team for achieving such an accolade. We look forward to bringing further innovative products to our customers that will continue to be market leading.”
Asteron Life was also a finalist for the Claims Service Provider of the Year and Innovation of the Year awards.
www.asteronlife.co.nz
ENDS
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