Zurich UK has launched what it claims is an industry-first bespoke concierge service for its personal lines customers.
Following a five-month pilot, the insurer has recruited an 18-strong team from the retail and hospitality sectors to support claimants.
Customers who choose Zurich suppliers or select its ‘vendor journey’ option will be allocated a single concierge contact at the point of claim to help smooth the process of repair or replacement of damaged property.
Any customer that is identified as vulnerable will automatically be given concierge support.
Alongside facilitating all aspects of settling claims, the team is digitally enabled to provide customers with regular updates via text, Whatsapp and live chat.
Claimants also have the option to request call backs. This enables customers to choose the communication channel they are most comfortable with, according to Zurich.
The new concierge service has operated for personal lines customers since July and will roll out to Zurich Municipal, Commercial and SME mid-market customers from Q1 2023.
Zurich said the concierge service has resulted in a customer satisfaction rating bump of more than 10%.
Commenting on the launch of the new service, Mike Essam (pictured), head of express claims at Zurich, said; “In the face of the supply chain challenges following events such as Brexit and the conflict in Ukraine, we’re innovating and investing in the skills neede