"We brought our operations teams back to Zurich in H2 2022 to support our service transformation and foster closer working relationships with advisers. "
- Peter Sanderson, Head of Operations in Retail Protection at Zurich Insurance
Following adviser feedback, Zurich Insurance has introduced several improvements to deliver a quicker and more tailored service. These changes include an improved medical chase process focusing on electronic IGPR’s and email wherever possible, and full case management for ultra-high-net-worth cases. The latter will include a dedicated underwriter providing updates after each piece of evidence is reviewed.
Zurich’s enhanced large case services offer easy access to specialist large case underwriters at any stage pre or post via the insurer’s phone line or email, 24-hour turnaround on applications referred to its underwriters, prioritised screenings, support from its concierge service, specialist technical support, and complimentary free cover while Zurich processes the customer’s application - depending on eligibility.
“We brought our operations teams back to Zurich in H2 2022 to support our service transformation and foster closer working relationships with advisers,” explained Peter Sanderson, Head of Operations in Retail Protection at Zurich Insurance. In that time, the insurer has seen “significant improvements” with its customer and adviser feedback, of which, this review builds on.
“Having sought adviser feedback, I’m delighted to see the implementation of several large case initiatives that will deliver an improved service for advisers and customers,” he concluded.
