April 18, 2019

April 18, 2019 | Risk Pulse

Zurich’s commitment to customers

We all know that customer needs are evolving. With Zurich and OnePath Life together from 3 June, we can protect a broader range of Australians.

At Zurich, focus upon the customer is written into its global strategy. So advisers can feel assured that customer-oriented features and service improvements will remain important when OnePath Life’s OneCare  comes under the operations of Zurich later this year.

By offering  OneCare alongside the Zurich Wealth Protection, Active and Sumo ranges, Zurich’s long term aim is to be able to better service a broader segment of customers – including those at different life stages, those with different career paths and income levels, and indeed with those with manageable health conditions.

“One of the strategic principles behind our long term commitment to OneCare is that it allows Zurich to better service a wider selection of Australians,” said Kristine Brooks, Chief Distribution Officer, Zurich Life and Investments.

“We know – including from adviser feedback – that there are pockets of the Australian market, which are under-insured, in part because people can’t afford, can’t access or can’t relate to life insurance products on the market.”

“We intend to help overcome this problem through the range of life insurance products we offer.  With four policy types available, we will offer the broadest range of retail life insurance products, so advisers can feel assured they have a choice of high quality options to recommend to their clients,” said Ms Brooks.

Putting customers first

At OnePath Life customers are at the heart of the business, and this focus will remain in the partnership with Zurich.

OneCare will remain open, and will continue to include the features and service benefits that advisers and customers are familiar with today.

Over the long term, financial advisers can expect OnePath Life’s customer satisfaction and retention efforts to continue, and will be a core focus.  This will include investment in:

  • Efforts to promote life insurance affordability and sustainability
  • Empathetic and efficient service approaches
  • Features to stimulate customer engagement with their insurance policies

“Zurich’s commitment to Australian policyholders, plus our solid financial position means advisers can continue to recommend OneCare with confidence to their clients.  Our capability will only improve once OnePath Life employees join us on 3 June, are we look forward to welcoming OneCare policyholders into the Zurich family at this point,” said Ms Brooks.

Zurich’s strategy at a glance


More information?

We will continue to provide updates in Risk Pulse. For further detail, please speak to your BDM.

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Zurich are the proud winners of the AFA Service Quality Award for 2019

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