The Australian Reinsurance Pool Corporation (ARPC) has released the results of its first insurer customer stakeholder survey, boasting positive feedback.
Conducted by ORIMA Research in November and December 2020, the short online survey was sent to ARPC's 225 insurer customers – 36 based in Australia and 189 based overseas.
A senior executive workshop guided the survey design by identifying several “big questions”: Are we delivering on our vision? What do our customers think of us? Does ARPC represent value for money? Does ARPC engage effectively with stakeholders?
The survey results indicated that ARPC is “largely delivering on its vision, a valuable and important partner, a trusted expert, and communicating and engaging well.”
Other key findings indicated that:
The respondents also rated ARPC's publications and digital business-to-business communication strongly, particularly Australian respondents. Meanwhile, 80% found the ARPC insurer customer review process “very or somewhat useful.”
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In ARPC's 2020-24 Corporate Plan, the government agency said it would develop and launch a stakeholder engagement survey to set a baseline for measuring effectiveness. It will also use the survey results to improve stakeholder outcomes.
Despite the positive results, the survey noted that Australian respondents (accounting for 90% of the ARPC's premium income) were much more engaged with the agency than overseas respondents. In addition, some Australian respondents said they would welcome more discussion and contact outside of insurer customer reviews.
ARPC chief executive officer Dr Christopher Wallace commented: “ARPC has committed to this annual survey of our insurer customers so we can gauge feedback and make improvements that benefit customers.
“ARPC would like to thank ARPC insurer customers for their strong overall support of ARPC and looks forward to making continuous improvements in their interests.”
