Vero wins Gold Mansfield Award for claims excellence - Fifth year in a row
Celebrating claims excellence
We are absolutely thrilled to announce that Vero has been awarded the Gold Mansfield Award for Claims Excellence, marking our fifth consecutive win! This prestigious award is a testament to the hard work and dedication of our team, who continually strive to deliver exceptional claims service.
Vero has also been named the winner of the SME Property & Casualty category, solidifying four years back-to-back.
Customer-centric approach to claims management
At Vero, our claims service is deliberately designed to place the needs of the customer and our broker partners at the core. We believe that strong communication and accurate, clear decision-making are the key to handling claims effectively. By placing brokers at the heart of our operation and leveraging their invaluable feedback, we have created a dynamic feedback loop that allows us to continually refine our services. Our approach ensures fast settlements where it makes sense, helping customers get back to ‘business as usual’ as quickly as possible.
Feedback for continuous improvement
Net Promoter Score (NPS) is a key metric measured across many industries to understand customer satisfaction. Recognising the limitations of NPS in providing detailed claims feedback, Vero have developed a targeted claims satisfaction survey, two questions sent to the key contact upon the closure of a claim. This feedback is shared at all levels of the organisation and helps to identify areas for improvement and celebrate great service, we have achieved impressive results. For FY24 our refined OneTouch process which helps drive speed of settlement, has received customer satisfaction scores of 9.4.
Kira Pellicano, Head of Commercial Claims, Property and Specialty Lines states, "We are immensely grateful to have been recognised again through the Mansfield Awards, an award nominated by our broking partners. We are committed to continuous improvement and supporting our customers and believe this is a key driver of these outstanding results. We are incredibly proud of the dedication and excellence demonstrated by our team."
Leveraging technology to enhance service
We understand the potential of emerging technologies to enhance the claims process. For a number of years, we have utilised automation to remove simple tasks from our people, allowing them to focus on core decision making and customer experience. Artificial intelligence will play an increasingly important role in this regard. By automating more administrative steps, we can provide faster settlements where suitable and allow our highly skilled people to spend more time on complex claims decisions and build on the overall customer experience. This not only strengthens our relationships with clients but also helps businesses get back up and running as soon as possible.
Where to from here?
We are committed to continuously refining our claims service based on broker feedback. Our focus remains on assisting customers at the time of a claim, which in turn helps protect broker relationships. We will continue to invest in our digital offerings, in order to enable a more a seamless digital service for clients who choose it. As experts in commercial policies, we understand the unique challenges our clients face and offer multiple channels for lodging claims, ensuring a true channel-of-choice experience.
"Our team is driven by a passion for providing exceptional service and ensuring that each client's needs are met with the utmost care and efficiency" says Kira Pellicano. “Thank you for your ongoing support and trust in Vero. We look forward to continuing our partnership and delivering insurance with insight.”
Speak to your local BDM to learn more about Vero's Award-Winning claims service.
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