Claims Excellence Awards Finalist 2020 Q&A: Sedgwick shows compassion to vulnerable customers

Here we feature Sedgwick’s entry into Customer Care Solution of the Year

Sedgwick entered its customer care solution, to read more fantastic Q&As from finalists, click here 

What key achievement did your entry highlight?

Our Customer Care Specialists (CCS) provide the highest level of compassionate and individual support for vulnerable customers. It’s a market-leading service that goes the extra mile, and responds directly to FCA observations, that ”many consumers in vulnerable circumstances are being let down.”

Through specific training, we’re quick to recognise when a customer isn’t coping with the day-to-day decisions required to progress their insurance claim. Our CCS team can then be appointed to deliver one-to-one help and on-site assistance. Through understanding each customer’s needs, they create innovative solutions and reduce any issues. Our CCS team make claims easier for vulnerable customers.

What sets your firm apart from the other shortlisted contenders?

‘Caring Counts’ at Sedgwick. Taking care of people is at the heart of everything we do. We’re committed to making claims easy for everyone, but not everyone thinks the same way or works at the same pace – sometimes we need to care more.

We’re delivering an extraordinarily high level of individual and compassionate care for our clients’ vulnerable customers. Through guiding and helping people who are struggling to cope, we empower them to make timely decisions and encourage better outcomes.

Our CCS initiative is unmatched in the insurance claims management market, and it embraces every aspect of our corporate ethos.

Can you share data or testimonials to back up your bid to win?

Client: “For people with dementia and other vulnerabilities, a claim can be a frightening experience. It’s great to see Sedgwick recognising this and being proactive in improving the experience for this increasing population.”

Customer: “I would like to thank [CCS]. …she has simply taken a lot of stress out of the situation and her communication skills are an asset.”

CCS call record: “Called customer to check in on her… She said when everyone was [clapping NHS workers] last night, she thought of me and the comfort that I bring to her, knowing that I am here contacting her.”

How will you celebrate if you are the victor?

We hope that when the winners are announced, the current, very essential but challenging, social distancing conditions might have improved – otherwise, celebrations will have to be a bit different.

That said, the team will still be able to video call and share in the recognition of all the excellent work that winning this award would highlight.

And if we should win, a bottle of champagne or a box of chocolates – whichever they prefer – has been promised to each of our customer care specialists – they deserve it.

Read more…Covid19 has polarised consumers on data sharing 

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