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ERGO está presente en España a través de DKV Seguros, ERGO Vida, ERGO Seguros Generales y DAS internacional.
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COI. Regarding your participation in the CEO Panel at the Life Insurance Challenges 2015, could you please give us some ideas about your “Customer Centricity Strategy at the Competence Center of Ergo International?”
RK. Our customers determine our actions. ERGO is strictly geared towards the wishes and needs of its customers, and intends to improve this still further by pursuing a close dialogue with them. We are implementing our claim “to insure is to understand” by providing advice and products which meet the needs of our customers as well as understanding and picking up on customers’ personal concerns.
We place great importance on understandable communication. We formulate contractual terms and customer correspondence as clearly as possible. To this end, our employees are guided by clear-language standards certified by external communication experts and supported by special software.
Consumers can provide us with feedback online, as members of our Customer Advisory Board and participants in our Customer Workshop. In cases of conflicts, which the customer does not consider to have been solved, the ERGO Customer Spokesperson is on hand to clear up misunderstandings and represent the interests of our customers within the Company.
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«Nuestros clientes determinan nuestras acciones. ERGO está totalmente orientado a los deseos y necesidades de sus clientes, y tiene la intención de mejorar esta aún más mediante la aplicación de un estrecho diálogo con ellos. Estamos implementando nuestro slogan «Asegurar es entender» mediante la propuesta de asesoramiento y productos que satisfagan las necesidades de nuestros clientes y la comprensión de las necesidades de los clientes.
Damos gran importancia a la comunicación comprensible. Formulamos las condiciones contractuales y la correspondencia del cliente con la mayor claridad posible. Con este fin, nuestros empleados se rigen por normas claras de lenguaje certificadas por expertos en comunicación externos y el apoyo de un software especial.
Los consumidores pueden proporcionarnos información online, como miembros de la Junta Asesora del cliente y de los participantes en nuestro taller del cliente. En caso de conflicto, cuando el cliente, cuando el cliente considera que no ha sido bien atendido, el Portavoz del cliente de ERGO está a su disposición para aclarar malentendidos y representar sus intereses dentro de la Compañía».
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COI. What are the main actions that ERGO International has been taken to align new customer trends with product innovation?
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«Nuestros clientes pueden elegir por sí mismos cómo prefieren contactar ERGO, tenemos el canal apropiado para todo el mundo: ya sea personalmente contactando con uno de nuestros socios de ventas independientes, online o por teléfono, directamente. También cooperan con nosotros Corredores y partners muy potentes, tanto en Alemania como en el extranjero. El Informe Cliente ERGO describe cómo implementamos nuestras compromisos con los clientes. Se publica anualmente y el cuarto número apareció mayo 2015 y se centra en «Prestaciones para familia joven».
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RK. Our customers can choose for themselves how they prefer to contact ERGO, We have the right channel for everyone: either personally by contacting one of our independent sales partners, online or over the phone in direct sales. Brokers and strong cooperation partners both in Germany and abroad are also on hand for our private and commercial customers.
The ERGO Customer Report describes how we implement our promises to the customer. It is published annually and the fourth issue appeared in May 2015 focussing on “Young family provision”.
Customers should feel understood when they are advised by our sales partners. This is ensured by our holistic approach to service, which we use to thoroughly assess their individual needs and situations. It is on this basis which they receive our offer. We also wish to create the perfect cover for our customers using needs-based products. Customer surveys are, therefore, an inherent component in the development of new products.
In the same way, we adjust access to our range of products according to the wishes of our customers. As consumers are increasingly turning to insurance agents, as well as their insurance requisites online, we are building up our range of online products. In 2014, the new tariff calculator supported easy online applications for property insurance.
Focussing on the customer, combined with the size and financial strength of our Group, make us a reliable long-term partner.
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COI. Can you tell us three reasons not to miss Life Insurance Challenges 2015?
RK.
- Hear about the importance of customer centricity with unique examples from abroad.
- Get a good overview of current market trends and developments
- Meet and network with international experts and leaders
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- Escuchar acerca de la importancia de centrarse en el cliente con ejemplos únicos puestos en práctica en otros países.
- Obtener una buena visión general de las tendencias y la evolución del mercado actuales.
- Conocer y establecer contactos con expertos y líderes internacionales.
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