Zurich Wins Best Customer Experience Management of the Year at the 14th Annual CRE Awards

HONG KONG, CHINA - Media OutReach - June 13, 2016 - Zurich Insurance has been honored with the Best Customer Experience Management of the Year award at the 14th Annual Customer Relationship Excellence Awards. Organized by the Asia Pacific Customer Service Consortium (APCSC), the Awards recognize industry leaders for their customer centric service innovation and outstanding effort. Having gone through a stringent application and screening process, Zurich is extremely delighted that our longstanding customer centric commitment is celebrated. Zurich places customers at the heart of every action, and it is through this dedication that we continuously strive for the best in all that we do.

As Mr. Eric Hui, Chief Executive Officer of Zurich Insurance Company Ltd, General Insurance Hong Kong, shared, "It has always been difficult to quantify the service quality output of our customer-facing units. The coveted award is a testament to all of our staff's hard work, and gives validation that customer centricity is in the DNA of each and every Zurich staff. Through receiving this award, we look forward to customers understanding more about Zurich's high standards in service quality and our brand promise of "For those who truly love", meaning Zurich is always there for customers, when they need us to protect what they value most in life."

First T-NPS Customer Survey System of Hong Kong General Insurance Market

Exceeding customers' expectations is an integral part of Zurich's success. Our heritage has always been about helping customers understand and protect themselves from risk. Since the beginning, we have been applying our expertise and experience so that our customers can have the very best protection for the things they value. In order to drive improvement in customer services, in January 2015, Zurich established a dedicated Customer Experience department, and introduced the Transactional Net Promoter Score (T-NPS)--a first of its kind customer feedback interactive platform among the general insurance industry in Hong Kong. By measuring the level of customer advocacy at three common touch points, including new sales, First Notice of Loss (FNOL) and claims settlement, we can better understand the underlying drivers for both good and bad customer experience, identify areas of improvement and in return, systematically and continuously instill enhancements into business actions. Going forward, Zurich will continue its rigorous efforts in providing the best service quality in every facet of a customer's journey. We will listen with empathy, we will design with an innovative spirit and we will continue to achieve excellence to provide outstanding customer experience.

Digital Platforms to Enhance Customer Experience

To continuously improve customer experience, Zurich has digitalized many of its services, such as the development and launch of the "Zurich HK" mobile app, where customers are empowered to manage claims and to purchase insurance solutions online. In 2016, one of Zurich's core focuses has been to enhance our multiple touchpoints, including the digital platforms to provide more automated, suitable, convenient and speedy service--all with the goal to cultivate a more connected and interactive relationship with our customers.

With this remarkable recognition, Zurich is ever-more encouraged to continuously assess and improve upon our existing customer service management practices. Zurich recognizes that in order to provide superior customer service in Hong Kong, we must both think and walk ahead for our customers. It is with utmost confidence when we say our customers always come first.       

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About Zurich Insurance Group

Zurich Insurance Group (Zurich) is a leading multi-line insurer that serves its customers in global and local markets. With about 55,000 employees, it provides a wide range of general insurance and life insurance solutions and services. Zurich's customers include individuals, small businesses, mid-sized and large companies, including multinational corporations, in more than 170 countries. The Group is headquartered in Zurich, Switzerland, where it was founded in 1872. The holding company, Zurich Insurance Group Ltd (ZURN), is listed on the SIX Swiss Exchange and has a level I American Depositary Receipt (ZURVY) program, which is traded over-the-counter on OTCQX. Further information about Zurich is available at www.zurich.com.

Zurich's presence in Hong Kong dates back to 1961. In Hong Kong, Zurich offers a full range of flexible general insurance and life insurance products and solutions for individuals, small businesses, and mid-sized companies, as well as large corporate customers, catering to their insurance, protection and investment needs. Zurich was also awarded the 10 Year Plus Caring Company Logo for 2015/2016 by the Hong Kong Council of Social to acknowledge its commitment in "Caring for our Community", "Caring for our Employees" and "Caring for our Environment" over the past years.