Serving our customers and combating fraud
We strive to be the trusted partner for our customers, helping people to move on and up in life and business.
By putting the customer at the heart of everything we do, working to continually improve the quality of service we provide, incorporating sustainable and responsible business practices into our products and services, and combating insurance fraud, we aim to meet the needs of our customers now and in the future. We want to build relationships with our customers that are based on trust, so that they recommend us to others.
Customers at the heart of everything we do
We aim to achieve customer loyalty leadership in all our markets. Customer feedback is a vital tool in monitoring customer satisfaction and constantly improving our service. Net Promoter Score (NPS), a measurement of a customer's willingness to recommend Allianz, has been established as the key metric for customer loyalty and is regularly measured.
Improvement measures and service levels are derived from NPS insights in order to ensure service delivery is in line with customer expectations.
Managing complaints well is a top priority for us, so we ensure that Group-wide quality standards are met in handling complaints and that our customers are treated fairly. In addition, we regard complaints as another important source of customer feedback so we analyze them to implement improvements.
Responsible Products and Services
By incorporating sustainable and responsible business practices into our products and services we aim to meet the needs of our customers now and in the future and thus support the corporate strategy of achieving profitable and sustainable growth.
Our products and services offer peace of mind to our customers that, in moments that matter, we will deliver our promise. Ensuring that our products are clearly explained and honestly marketed enables our customers to make informed decisions and choose solutions that are relevant to them.
Insurance products and services can also encourage customers to change behaviour and attitude to safety and risk-prevention that has environmental and social benefits. We therefore have a role to play in responding to climate change and improving safety on roads, in homes and at the workplace.
Enabling a low-carbon economy
Global warming threatens to radically change our climate. Since it also poses a serious risk to the insurance industry, Allianz sees its environmental responsibility primarily as a commitment to enabling a low-carbon economy, as a provider of financial services.
We are developing insurance solutions to mitigate the risks of climate change or manage their impact, e.g. insurance for renewable energy technologies, such as solar or wind. By providing insurance coverage we can play a role in enabling new technologies that would otherwise not be available to investors.
Safety and risk prevention
Risk is our business. We manage it every day.
As a major property and motor insurer, we have a responsibility to make people aware of the need for effective risk prevention. We encourage our customers to take risk-prevention measures, to improve safety for society; whether it’s on the road, in their homes or at work. Simple measures can reduce losses significantly.
We supoprt customers by understanding their risk profiles and providing insurance solutions to meet their needs. We conduct risk surveys for business clients and provide guidance and tools to reduce their risks.
As a large investor, we understand that environmental, social and corporate governance (ESG) issues can affect the performance of investment portfolios. Allianz Global Investors (AGI), which manages our investment funds, is a signatory to the United Nations Principles for Responsible Investment (UNPRI) and therefore incorporates ESG issues into its investment decision-making.
We also see renewable energies as an attractive investment opportunity: firstly, for the sake of portfolio diversification; and secondly, because sound returns are expected in the long run. Allianz has also chosen to be carbon-neutral from 2012 and directly invests in carbon-reducing projects rather than simply purchasing carbon-offset certificates.
Financial crime costs the financial sector billions of pounds every year and raises premiums for honest customers. Allianz does not tolerate dishonesty or fraud of any kind and we are determined to tackle it and to pursue those who commit fraud against us – whether it is committed by employees or a third party.
Fraudulent claims can fund criminal activities and increases premiums for all customers. It is important that we can identify fraudulent claims from the genuine claims to ensure that we remain a credible and responsible business.
We therefore take a proactive approach by discouraging fraud being attempted in the first place, as prevention is better than cure. We invest a lot of time and resources to increase awareness of fraud and provide training to employees to protect the company’s financial position and reputation, in the best interests of our customers, our employees and our shareholders.
Additionally, every employee must complete annual compliance training and regulatory testing to uphold the ethical standards and behaviours required of all of us in carrying out our day to day business.
Our Customer performance data is collected on an annual basis (January to December).
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