Apia, the leading national insurance provider for over 50s, has been named the Most Recommended Home and Contents Insurer for the third year in a row, and the Most Recommended Motor Insurer for the second year in a row.
In an independent survey of customer experience across the Australian insurance industry by Engaged Marketing, Apia’s customers were found to be the most likely to recommend its services to others, measured by the internationally recognised standard, the Net Promoter Score.
This accolade comes less than a week after being awarded the Financial Review’s Smart Investor League of Exceptional Service (SMILES) Award for best General Insurer.
Grant Taylor, Executive Manager of Apia, said that the result, part of Engaged Marketing’s annual Consumer Recommendation and Loyalty Survey, demonstrated the commitment that Apia’s people have to deliver an exceptional customer experience, day in and day out.
“This award is a testament to the hard work of everyone in Apia, from our customer service teams in our call centres and branch network, through to our claims teams, and everyone in between.
“At Apia, we work hard to understand the needs of our customers, and the products we offer and service we deliver I think reflects this. Winning this accolade several years in a row now indicates that we’re on the right path.
“Ultimately when you sell insurance, you are providing your customers with a promise to your customers that you will be there for them when they need you.
“Our goal is to make it as easy as possible for our customer to deal with us. For example, we have real people available to speak to 24 hours a day, and our staff are encouraged to spend as long as is necessary to help their customer, rather than to simply ‘get through’ a certain volume of calls. It is extremely important to us that our frontline staff treat each of our customers as individuals, rather than a policy number.”
Apia is a specialist insurance provider for people aged over 50. Providing a wide range of home and contents insurance, car insurance, caravan insurance, motorhome insurance, boat insurance and life insurance solutions tailored to the over 50s life stage, Apia has a network of 28 branches across Australia serving almost 700,000 policy holders.