’Our main focus is on providing the right tools for the right circumstances,’ says head of express claimsZurich UK is “exploring new ways to make the claims journey easier” for customers. That was according to Mike Essam, head of express claims at Zurich UK, who said his firm wanted to update its approach to help meet consumers’ “evolving needs”. It came after the insurer revealed that it had reduced waiting times for customers making contents insurance claims through the use of a new WhatsApp messaging feature. In turn, average claim response times have been reduced to 13 minutes for customers making claims through the new tool. The tool allows claims handlers to do a video call with claimants, which the firm said had got rid of long email exchanges.

Source: The Times November 21, 2023 17:25 UTC