By Lauren Reid
Published: Wednesday, November 8, 2017
Updated: February 20, 2019 at 4:54 pm
Giving back to the community and providing outstanding service to our members – these are just some of the things our insurance team prides themselves on. They’re also two things that stood out to the judges of the Australian Insurance Industry Awards.
For the second year running, RAA has taken out the gong for Small/Medium General Insurer, with the judges recognising our commitment to the SA community and high customer satisfaction.
RAA Insurance Chief Executive David Russell says we’re always looking for ways to improve.
‘Very few people like buying insurance and certainly nobody wants to claim,’ Mr Russell explains.
The stats
Customer satisfaction with RAA household insurance (Source: Roy Morgan – Satisfaction with household insurers 2013-16)
The increase in calls in response to the hailstorm
Additional RAA staff helped take members’ calls after the hailstorm
‘But we focus on providing the best-value products for our members and also on giving them an outstanding level of service when they need us,’ he adds.
Our members certainly needed us late last year when a record-breaking hailstorm hit, causing major damage to cars and homes. Because our claims team are based in Adelaide, our staff could easily understand and respond to members’ concerns.
‘From sending a task force to the worst-affected area so our members were responded to quickly, to arranging same-day assessments and repairs for those impacted, I’m really proud of how our staff handled this unprecedented event,’ Mr Russell adds.
While RAA has been offering insurance for more than 75 years, it was also our forward thinking that stood out to judges. They acknowledged our ‘focus on addressing customer pain points and thinking differently about traditional insurance’, such as providing options for unlimited windscreen cover or for modifications to the home due to poor health.
‘We’d like to thank our members for their ongoing support and helpful feedback, and we look forward to continuing to provide them with a straight-forward, professional – and local – customer service experience,’ says Mr Russell.