How Australian Car Insurance Companies Can Improve Customer Service To Be The Best In The World
You may have seen complaints about Australian Car Insurance companies on TV shows
such as Today Tonight and ACA but Australian has a very high car insurance service satisfaction rate. Satisfaction rates provided by consumers typically average 70-80% but surprisingly a score of ten was the most commonly received answer which means the horrors stories where there was no satisfaction pulled that figure down considerably. If insurance companies could avoid the really bad customer service experience the average score could significantly improve.To ensure you get the best chance of choosing a car insurance company with good service there are few questions we need to ask ourselves. What determines good customer service and bad customer service? And how can we find what companies provide this kind of service? Insurance has two primary types of customer service: Sales and Claims. The sales team will look after the sales of the insurance and the claims team will deal with any claims customer might have.
The golden nugget for an insurance company is to ensure they get customer service right on the claims side of things; which is where there is more likely to be an irate customer. To get a good customer service score a company just needs to minimize the low scores that bring their average rating down. We are talking the 0-20% range. Almost all bad reviews I get for car insurance come from a claim the insurer would not pay out on but which the customer thought they deserved the money. The key to avoiding this is for companies to ensure they make all the terms and conditions clear so the customer can easily understand exactly what they are covered for and what they are not covered for.
So how do we find companies with a good service rating? There are over 70 car insurance companies in Australia vying for your business let alone the USA, UK and the EU. In all of these countries there are websites that provide feedback and review services for car insurance brands which are written by the consumer. This is important as it ensures you dont get a biased view. Just do a search for the company name, ie, XYZ insurance in Google and in the top 10 there will be a review page near.
Service is a very important factor when you choose what company you get your car insurance from. Australian Car Insurance companies are doing their best to give consumers good service and if they can reduce the low scores with better claims management, they could well be the best country to car insurance service in the world.
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