The new service, described as an 'industry first' by Zurich, will see any claimant identified as vulnerable provided concierge support, with those who opt for Zurich suppliers allocated a single concierge contact at the point of claim, with the insurer adding that the "the new service forms part of Zurich’s commitment to innovation and delivering a fast and seamless customer journey."
Features include live chat, Whatsapp, and text updates, with callbacks also an option. An 18-member team from the retail and hospitality sector is also on standby to help claimants.
Mike Essam, Express claims head, had this to say: “In the face of the supply chain challenges following events such as Brexit and the conflict in Ukraine, we’re innovating and investing in the skills needed to deliver amazing service to our customers. We’ve launched this service to help smooth the customer journey and provide further choice in how claims are settled along with timely and clear communication.”