Europa Non-life took first place in the Friendly Insurance Company competition 2014. The main criterion for the ranking assessment focused on the execution of strategy for the highest customer service quality during the insurance coverage period, as well as during claims handling.
This award gave us a lot of satisfaction and prestige. It confirms that our strategy of putting the clients' needs at the centre of our attention is moving us in the right direction and its effects are already notable, says Jacek Podoba, the Chairman of Europa Non-Life.
The competition created by "Gazeta Bankowa" focuses on the period of the second half of 2013 and the first half of 2014. The winner is chosen on the basis of data provided by participating insurers and information obtained from the Insurance Ombudsman, the Polish Financial Supervision Authority, and the Office for Consumer and Competition Protection. The final decision is made by an independent jury. The following are taken into account: number of complaints to the Ombudsman in relation to the volume of company sales, average waiting period for the insurance payout to be made, time required to establish a phone connection with the advisor and receiver in order to handle the report or claim.
The way we deal with our clients at the initial stage of selecting the appropriate insurance and during the claims handling process is a test for our competences. That is why I am glad that our work was appreciated in such an objective competition, adds Jacek Podoba.
For some considerable time Europa Non-Life has been introducing pro-client solutions which make its insurance products more comfortable to use. Among others these are: submitting claims on-line, purchasing travel insurance via the mobile application "Europa Podróżuje" [Travelling Europe], substantial shortening of the waiting time for connection with a consultant, and improved infographics which help to explain the scope of the policies. Our latest solution is the claims handling procedure carried out fully on-line via the www.tueuropa.pl web page. A client can quickly file their claim without further formalities and follow the claims handling process on-line step by step. The web page enables clients to manage their financial products, browse their policies and follow the history of submitted orders.