The recently launched Allianz brand in Nigeria is leaving no stone unturned in seeking a position of dominance in the local insurance market.
Apart from triggering an integrated advertising campaign across many traditional and contemporary platforms, the global insurer is determined to make its impact felt by the insurance consumers they cater to. “We are ecstatic that in our first full month as Allianz Nigeria, our customers have rated us 4 stars across different performance metrics,” beamed Uti Ellu, Head of Customer Experience at Allianz Nigeria.
The firm which was recently launched following acquisition by world leading insurer, Allianz, undertook a strategic audit of the business performance across many customer touch points over the last couple of months.
“Our objective was simply to make feedback from our retail customers more intuitive and digital by default”, explains Tunji Oshiyoye, Group Head of Retail Operations and Client Services at Allianz Nigeria.
“We launched an API that integrates to our insurance suite and generates a link to rate the company following any consumer interaction such as policy inception or claims settlement” he clarified.
The customer receives an email prompting them to follow a link and rate their satisfaction level on a 1-5 scale. The aggregated score from the nearly 500 customers that have rated the company puts the company at 4 stars effectively scoring 80% in customer satisfaction.
“Whereas we find this very encouraging, we will not rest on our oars”, Ms. Ellu enthuses. “As one of the world’s most trusted insurance providers, we are duty-bound to provide the highest levels of customer satisfaction possible.” She explained that in the coming months, the rating prompter will be tailored to the particular phase of the customer journey in order to elicit very specific and actionable customer feedback.
The Allianz Group is one of the world’s leading insurers and asset managers with more than 88 million retail and corporate customers. Headquartered in Germany, Allianz customers benefit from a broad range of Personal and Corporate insurance services, ranging from Property, Life and Health insurance to Assistance services to Credit insurance and Global Business insurance.
The Allianz Group is one of the world’s largest investors, managing over 650 billion euros on behalf of its insurance customers, while their asset managers – Allianz Global Investors and PIMCO – manage an additional 1.4 trillion euros of third-party assets. In 2017, over 140,000 employees in more than 70 countries achieved total revenue of 126 billion euros and an operating profit of 11 billion euros for the Group.