To reinforce its strategy for improving services through the delivery of enhanced customer experience, Zurich Financial Services Australia has announced the creation of the dedicated role of head of customer, claims.

Hilary Bates, Zurich general insurance chief claims officer, said in a statement that the development is the company’s direct response to brokers and customers as it strives to sustain service delivery standards.

“At Zurich we fully understand that it is at claim time when a customer needs to be confident in (their) insurance provider and that every customer touch point needs to be a highly responsive experience,” Bates explained.

To fill the newly created role, Zurich appointed Gavin Gibson who is backed by extensive industry experience spanning more than 20 years.

“The appointment of Mr. Gibson as the dedicated head of customer in the claims team is one element of our program designed to further improve our claims operations…” Bates added.

“He is ideally qualified to support and implement Zurich’s desired changes to ensure that the customer experience feels personal, effective and uniquely Zurich,” she concluded.

Gibson will be based in Sydney and will start in his new role in January next year.


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