Determine customer demand
- Engage with customers in order to understand what matters to the customer as per value of service and product and deliver against those demands.
- Identify authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons.
- Ensure that the Universal Insurance Consultant takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
- Understand the risks associated with the customer demand and ensure that the Universal Insurance Consultant follows effective controls to minimise risk.
- Understand and execute on customer enquiries, ranging from product questions to policy queries, to claims queries
Deliver on customer demand – Claims Management
- Engage with customers in order to understand what value will be derived from the service rendered to them and deliver against those demands that add value to the customers life problems ( claim raised by customer ).
- Validate if this is a Valid Claim or not by doing all the necessary checks, eg policy number, policy holder details etc
- Schedule the appointments for the customer based on what adds value to his or her life problems (claim raised by customer ) pertaining to our service offering where applicable.
- Understand the nature of demand and allocate the right tradesman /tradespeople to the job
- Identify authenticity of the customer (is this a valid policy holder, is the claim for the insured risk address) in order to prevent disclosure of information to unauthorised persons.
- Communicate the excess requirements to the customer where applicable, at point of call.
- Arrange Access for the tradesman to enter the property
- Pass the information provided by the customer perfectly to the tradesman, in the words of the customer to ensure we deliver against customer expectations, in order to create a perfect experience for the customer
- Identify other value demands/ needs of the customer through having purposeful and holistic what matters conversations with the customers
- Provide clarity to the customer on the next steps / what is to be expected in the process to ensure perfect experience.
- Make payment to customer and or tradesman and supplier where applicable