New customer service principles for insurers

Published: 19 Nov 2019

Released by: Minister for Customer Service and Digital Government, Minister for Customer Service

The NSW Government is raising the bar on customer service for people making a CTP or workers compensation claim, with new Customer Service Conduct principles for insurers released today by the State Insurance Regulatory Authority.

Minister for Customer Service Victor Dominello said the principles are intended to strengthen industry standards, so claimants are better supported in times of need.

“More than 100,000 people each year are injured on the road or at work and make a claim for compensation through an insurer,” Mr Dominello said.

“We know how stressful and complicated the process can be, which is why we have introduced these customer focused principles.

“This is about making sure customers have a positive experience that contributes to their recovery regardless of the insurer.”

The NSW Government will measure performance against these principles and publish the results. Customers will also have the chance to provide feedback on their experience.

The Customer Service Conduct principles are:

  • Be efficient and easy to engage;
  • Act fairly, with empathy and respect;
  • Resolve customer concerns quickly, respect customers’ time and be proactive;
  • Have systems in place to identify and address customer concerns; and
  • Be accountable for actions and honest in interactions with customers.
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