It isn’t quite a pizza delivery promise of ’30 minutes or its free,’ but Canada’s largest insurer has launched a massive advertising campaign promoting a 30 Minute Claims Service Guarantee.
“We believe it's powerful to show our promise in action, so that's exactly what we are showcasing through these commercials,” says Monika Federau, SVP and chief strategy officer at
Intact Insurance. “At
Intact Insurance, our promise to customers is to get them back on track quickly when an accident or unforeseen event occurs.”
According to Intact, the campaign delivers on the trend that sees Canadians prioritize responsive customer service from their insurer and highlights the Intact Insurance employees that deliver that every day.
“Our guarantee is that within 30 minutes of answering a call, we'll start the claims process and arrange emergency support if required so customers can feel relieved that the situation is being taken care of,” says Federau. “And we could never have made these commercials and that commitment without total confidence in our people.”
The campaign is being waged nationwide, on both television and the internet.
In the commercials, actors call in to Intact Insurance Claims Centres and speak to a professional about an unfortunate incident. While the situations are dramatizations, the responding employees believe they are speaking to real customers who need their assistance. (continued.)
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A recent Angus Reid survey found that 98 per cent of respondents stated that responsiveness of the service representative was important in making a positive customer experience memorable.
Furthermore, 79 per cent of respondents indicated that quality products/services impact their purchasing decisions, with the next two most important attributes being helpful staff (56 per cent) and convenient hours (42 per cent).
“We believe unequivocally that Canadians are looking for action from their insurer and with that, our message to customers is simple,” says Federau. “Intact Insurance will quickly get them back on track when the unexpected happens. It's a commitment made possible by our greatest strength – our nation-wide network of responsive, empathetic claims staff.”
Intact's claims department is made up of more than 3,000 employees, 1,000 of whom work in one of 15 claims centre locations across Canada.
