Zurich Claims helps improve customer satisfaction
Zurich’s F&I Claims Team
In any dealership, the service department represents an important source of revenue, but also an opportunity to positively impact customer satisfaction. The ability to consistently produce satisfied customers can maximize lifetime value, improve retention, and generate increased service department sales.
Zurich’s claims specialists help the service department achieve optimal efficiency when working on mechanical repairs covered by service contracts, while also impacting other important performance indicators:
- Fast claim approval
- Quick turn around on claim payments
- Increased service department revenue
- Customer referrals and new business
- High customer satisfaction and retention
World-class team, world-class solutions
The F&I claims team is made up of committed professionals with deep technical knowledge that comes from decades of experience in the auto industry, many team members have more than 20 years of service with Zurich alone. We focus on continuous education and technical training to advance and elevate our technical skills. Our program focuses on training in the areas of emerging technology, process improvement, and customer service. Our highly trained specialists process claims efficiently, while still delivering a tremendous amount of ancillary value helping positively impact customer satisfaction, offering expertise and insights to help optimize sales, maximizing the lifetime value of a customer, and helping improve customer retention.
The claims teams' capabilities have been further enhanced by the recent launch of Zurich Online Claims - developed to increase efficiency and improve the customer experience.
Results that speak for themselves
With a Net Promoter Score (NPS) of 90.8, Zurich’s customer satisfaction rating can be classified as ‘world class’1, according to Bain & Co, the source of the NPS system. Bain’s NPS system indicates a score above 20 is considered favorable, above 50 is excellent, and above 80 is world class.2
In addition, Zurich garners a rating of 4.65 out of 5 for Vehicle Service Contract customer reviews, a review classification of ‘superior’ according to Consumer Affairs.3
Zurich’s F&I claims team is a core element of Zurich’s value proposition for dealers.
Zurich’s F&I Claims team is the backbone of our world-class automotive solutions. What sets them apart is deep technical expertise in the automotive industry, dedication to continuous improvement, and a shared commitment to customer satisfaction.
- Vince Santivasi, head of Zurich Direct Markets
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4 DEALER PRINCIPAL