Sydney, Wednesday 3 June 2020: Insurx, the customer first TPA division of Claim Central Consolidated, is pleased to announce that together with niche motor underwriting agency Club 4×4, have delivered a leading claims service Net Promoter Score (NPS) of +75.
This is a world-class result based on current NPS benchmarking and achieving this result has been a huge team effort.
NPS scores are a true reflection of sentiment and performance, as t recognises how positively customers are responding to the service they receive. The Hello Claims team also played a role in this result as the Assess and Repair component of the claims assessment, contributing to such an extraordinary NPS result.
Head of Insurx, Sam Ratcliff, said: “This result shows what can happen when an innovative customer-focused insurer collaborates with a business that has built a solution combining technology, process and people delivering a connected claims ecosystem which delivers an amazing customer experience at claim time.”
Kalen Ziflian, General Manager at Club 4×4, said: “Club 4X4’s Claims Philosophy is centred around our corporate value of customer delight. Creating these delightful experiences at every interaction is imperative to our success and we are very proud to see an obvious alignment between our brands to bring the philosophy to life. We are tremendously proud of the result and the partnership.”
Insurx’s technology frees up the claims team to focus on and help the customer – it is all about the customer experience. The ability of Insurx’s claims platform to proactively manage claims and respond in real-time to customer sentiment has been crucial in this result.
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