tmmonline.nz  |   landlords.co.nz        About Good Returns  |  Advertise  |  Contact Us  |  Terms & Conditions  |  RSS Feeds

NZ's Financial Adviser News Centre

GR Logo
Last Article Uploaded: Friday, March 29th, 10:40AM

Insurance

rss
Latest Headlines

Asteron takes out gong, again

Asteron Life has been named life insurance company of the year, for the second consecutive year, by the Australian and New Zealand Institute of Insurance and Finance.

Monday, November 10th 2014, 10:59AM

The judges said Asteron Life’s focus on customer service, business partner support, innovation and internal culture secured it strong scores in the awards.

"To improve customer service, Asteron created a position dedicated to enhancing the customer experience at claim time and has since reported claim payment rates of 97% for the assessable period. The business has also improved processes including responding to all claims within 24 hours and assigning a dedicated case manager to ensure the efficient treatment of all claims.

"With strong financial results after a brand re-launch in 2012, Asteron Life demonstrated a solid client retention and growth strategy."

The judging panel also commended Asteron Life for its industry leadership, sustainability, focus on gender equality and its corporate social responsibility activities.

Asteron Life managing director Nadine Tereora says in the past 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% 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.”

She says the company has a strong customer service focus and it is innovative in the 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.”

The company also received WriteMark accreditation for putting its business insurance policy into plain English a year ago.

Tereora says Asteron will continue to implement customer service improvements and build on the momentum seen since it put the customer at the forefront of its thinking.

Asteron Life was also a finalist for the Claims Service Provider of the Year and Innovation of the Year awards.

« 200% commissions raise eyebrowsCut insurance costs with KiwiSaver »

Special Offers

Comments from our readers

No comments yet

Sign In to add your comment

 

print

Printable version  

print

Email to a friend
Insurance Briefs

Partners helps fund depression recovery centre
New Whakamātūtū Wellington Depression Recovery Centre gets financial boost from Partners Life.

AIA adds cover for prophylactic surgery following cancer
AIA makes changes to policies and adds preventative surgery for several types of cancer.

Chubb appoints David Morrow as Country President for New Zealand
Chubb has appointed David Morrow as Country President for New Zealand.

nib adds specialist skills to its board
Two new board appointments at health insurer nib add new perspectives, chairman says.

News Bites
Latest Comments
Subscribe Now

Cover Notes - Specific news aimed at risk advisers

Previous News
Most Commented On
About Us  |  Advertise  |  Contact Us  |  Terms & Conditions  |  Privacy Policy  |  RSS Feeds  |  Letters  |  Archive  |  Toolbox  |  Disclaimer
 
Site by Web Developer and eyelovedesign.com
x