Consumer Choice Award
The Consumer Choice Award is the highest award given to life companies that excel at servicing their policyholders and delivering on their promises to claims customers.
This award acknowledges the exemplary performance that winners and finalists deliver across an enormous range of touch-points that they have with their policyholders and claims customers. These awards are given to companies that provide a consistently high level of service across all aspects of customer care.
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Policyholder Choice Awards
As many consumers hold insurance policies and haven’t yet made a claim, the Policyholder Choice Awards recognise outstanding customer service of life insurance companies towards advised policyholders as well as the value (other than insurance protection) that insurers provide such as health and wellness programs, communication and other initiatives.
Value for Money
The Value for Money Award recognises the companies that new customers rate most highly in providing policy value for money. This award acknowledges that in order to make insurance more accessible to as many people as possible insurance must be affordable.
“Because it supplied all we wanted at a reasonable premium.”
“Good premiums, good pricing.”
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Most Satisfied Customers
The insurer that had the most satisfied customers achieved this award for not only satisfying new customers, but also continuing to satisfy their customers who have kept their policy with them for two or more years.
“I am 100% satisfied with the policy I currently hold and believe that it is very important to ensure that I hold adequate insurance to help protect my family.”
“They have always communicated when any changes are made to their products and the correspondence is very clear and easy to understand.”
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Claims Customer Choice Awards
The Claims Customer Choice Awards recognise outstanding service to advised claims customers of income protection, Trauma and TPD insurance during 2018. Recognition is given to exemplary service in claims processing, support and holistic care.
Best Application Process
Lodging the claim and the assessment process are the two most important areas for new claims customers. This Award recognises the insurer that performed best across both of these areas.
“The process was quite simple and straightforward, not only that, I also had the support from my claims consultant who honestly guided me through the whole process making it easier for me to lodge my claim with all required elements.”
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Best Turnaround Time
The importance of having a claim processed as quickly and efficiently as possible cannot be underestimated. Claims customers have experienced a significant life event and knowing that their financial situation is secure enables them to focus on getting their life back on track.
“Very easy to deal with from lodging the initial claim form, keeping me up to date and finally advising the claim had been accepted.”
“Clear communication about the claim progress”
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Best Claims Staff
Empathy, sensitivity and compassion, qualifications, experience, communication and honouring commitments are just some of the staff qualities and attributes that claims customers value most. The winner of this award have the best claims staff as judged by claims customers.
“The staff were very empathetic and pleasant to talk with.”
“All staff were courteous, caring and knowledgeable.”
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Return to Health & Wellness
Speaking with so many claims customers, we know that claims management must be focused on the client and keeping their needs central to the claims process at all times. The winners and finalist of this award succeed in doing this when it is most needed.
“I found the vocational psychologist outstanding. He was personable and easy to work with. He was so positive to any efforts I made to return to work and honest about what was suitable for me to do. I really appreciated the support he gave me in developing a really strong resume, which ultimately enabled me to land my dream job.”
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Focus on Early Intervention
This Award is based on the following question claims customers rate their insurer’s performance in helping them return to health and wellness early on in their claim through early provision of health services.
“They sent out an assessor to assess me. He was really knowledgeable and provided me with great information on chronic fatigue and a physiologist.”
“They have paid for me to see a psychologist who helps me with my career goals and discussions and the process of returning to work.”
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