Technical Unit Leader Helen Rich explains how RSA cares for its customers
Authored by RSA Technical Unit Leader Helen Rich
Supporting our customers is important to us – that means being there from the point they buy a policy and supporting them when they claim. We also understand that across our commercial and personal lines businesses, we have very different customers, with different needs.
Delivering excellent customer care is a key focus of our corporate responsibility strategy, Confident Futures. We recognise that we can’t fulfil our responsible business ambitions unless we put our customers at the core of our business.
Last year we formed the UK Customer Committee, chaired by Karl Helgesen, which ensures that we consistently deliver good customer outcomes, across the entire business. The committee has oversight of our customer conduct and considers industry and regulatory changes that impact our business and customers.
“We really try to understand our customers and adjust our approach according to their needs.”
The customer stories that matter to us
However, we know that delivering good customer outcomes goes beyond committees and policies, and how we support our customers in their time of need is incredibly important. This means we have to adapt our thinking and also focus on supporting our customers and the local communities we’re part of.
As one of our technical unit leaders for major damage claims the work in my team is aligned to the commercial lines business and I regularly have to deal with customers whose businesses have been directly affected when they have to make a claim.
I caught up with Sara Lane, team leader for household claims, to understand how we handle claims for our personal lines customers. Last year she was on her hands and knees looking for one of our customers diamond rings as the lady who’d lost it had a severe visual impairment – this is just one of the ways our customer teams go above and beyond.
To watch the video from RSA team leader for household claims Sara Lane, CLICK HERE
About RSA
With a 300-year heritage, RSA is one of the world’s leading multinational insurance groups.
Today, RSA employ around 23,000 people, serving 17 million customers in around 140 countries. While RSA's origins lie in London, RSA is a global company with businesses in both mature and emerging markets. RSA have major operations in the UK, Ireland, Scandinavia, Central and Eastern Europe, Canada, Asia, the Middle East and Latin America. youTalk-insurance sharing insurance news and video.