Sydney, Wednesday 22 April 2020: Insurx, the customer first TPA driven by leading-edge technology division of Claim Central Consolidated, is pleased to announce together with IAL, have delivered a leading claims service Net Promoter Score (NPS) of +51.

Based on a survey of 5,000 of Australian brokers, this is a world-class result based on current NPS (Net Promoter Score) benchmarking and achieving this result has been a huge team effort.

NPS scores are a true reflection of sentiment and performance, as it recognises how positively customers are responding to the service they receive.

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.”

Stuart Hickman, Head of Claims at IAL, said: “Insurx’s philosophy is what makes IAL’s claims experience different from anyone else in the market – putting the customer at the centre of the claim process to create a CONNECTED claim experience – through more visibility and better communication. The customer always comes first.”

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.

Disruption in the claims space is starting to have a material impact on the shape of Australia’s insurance industry. After years of talk about Insurtech and the impact it could have, the NPS results IAL achieved is a great example of an insurer partnering with an external business to leverage and deliver world class claim outcomes.


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