customer line team collage with names

In the nine years since its inception, Allianz Trade’ UK Customer Line has dealt with more than half a million calls and a quarter of a million emails – with an average 22 second wait time to speak to an advisor and an email turnaround of less than a day. 

Starting life as a team of four (Nick, Sophie, Sue and Tina), the Customer Line has grown to a staff of 11, with three of the original members still part of the team, sharing their expertise with customers, partners and new team members. 

Growing the team and responding to the changing needs of customers and partners, the Customer Line’s focus remains that of being the ‘voice of the customer’ by making the customer experience as effortless and positive as possible.
 

Putting the customer first

We’re proud of our consistently high Net Promoter Scores (NPS), which demonstrate that our customer-first goal is being achieved. In the last seven months we have received a 4.51/5.00 Star Rating for Satisfaction and 8.58/10 score for Recommendation.

We strive to answer as many of the questions raised by policy holders and brokers as possible, at the first point of contact, in order to improve the customer experience and enable our colleagues around the business to focus on pro-active work.

To date we have been able to resolve 82% of all queries at first point of contact.

Our highest first contact resolution areas are:

Risk

  • Limit applications and enquiries
  • Credit and grade decision explanations
  • Buyer administration updates

Policy Administration

  • Questions on invoices and statements
  • Turnover declarations and Premium queries
  • Mid-term amendments

Contact Management

  • Adding/removing contacts to receive relevant communications and access

Claims & Collections

  • Providing updates on open claims and collections cases

Online Services

  • Creating new user access
  • Trouble shooting technical problems
     

Seamless service delivery

During the pandemic, the Customer Line quickly adapted to full-time home working, ensuring a reliable, seamless service delivery. We’ve continued to be the first point of call for our customers and partners, and have maintained our consistent Satisfaction ratings.

We’ve listened to the needs of everyone who contacts us, and have proactively shared feedback to the wider business, to ensure a dynamic response during a challenging time.

The Customer Line’s tenth year will see us adding even more value to customers and partners through the processing of mid-term amendments, from the initial request through to the release of policy documents.

We also hope to provide an end-to-end risk service, from initial enquiry to an approved credit limit. This is dependent on the results of a trial currently underway at our office in Poland.

We are excited to continue growing as a team, adapting to our customers’ needs and striving to make the Customer Line service easy to use for all.