For the second year running leading national over 50s insurance company Apia has been named the most recommended home and motor insurance company in Australia.
In an independent survey of customer experience across the Australian insurance sector, Apia led the way in both home and motor insurance with a Net Promoter Score of +8 for motor insurance and +5 for home insurance.
Apia was the only insurance brand to achieve a positive Net Promoter Score, ranking well above its competitors and the industry average of ?18 for motor and ?22 for home.
The Net Promoter Score is an internationally recognised measure of customer outcomes which calculates how likely a customer would be to recommend a company to other people.
Apia Distribution Executive Manager Craig Dingle said that the result, released last week as part of Engaged Marketing’s 2010 benchmarking survey, recognised the tremendous effort that Apia’s people put into customer experience and service delivery.
“We are pleased that our customers think enough of us to again award us the highest Net Promoter score among Australian insurers. This confirms that our focus on offering a unique approach to insurance solutions for over 50s is the right one,” Mr Dingle said.
“At Apia we are closely aligned with what our customers need and we tailor services and products to suit this stage of their lives. Service features like being able to talk to a real person 24 hours a day every day of the year and not charging extra to pay your premium by the month are very well received by our customers,” he said.
Mr Dingle said credit for the award should also go to Apia’s committed staff, who were dedicated to providing excellent service to Apia’s customers.
“We have a great team of people at Apia, and this score demonstrates that the way our frontline staff connect with our customers and make them feel is an important part of how our business operates,” Mr Dingle said.
“At Apia, we make it easy to deal with us. Our contact centre staff are available 24 hours a day seven days a week and are encouraged to spend as long as they need to with each customer to achieve the best possible outcome.
“The moment of truth for our customers also comes at claim time when we need to stand up and deliver on our promises.
“Our top score in this year’s survey shows we are really delivering on our commitment to provide an exceptional customer service,” Mr Dingle concluded.
