Zurich’s vision in Claims is simple—to deliver the best claims service in Hong Kong and assure our customers get paid to what they are entitled to, righteously and timely. We know that “claims” are the insurance moment-of-truth and that a reliable claims service leads to a sustainable insurance brand.

Here is how we structure for success:

WHO – We jokingly call ourselves the “Zurich Superhero Claims Team”—while we are still far from saving the world, our team does consist of a force of experts from a variety of professional backgrounds, including medical doctor, occupational therapist, physiotherapist, rehab counsellor, solicitor, etc. This group of professionals exists to provide opinions to the Insured, both individuals and commercials, so that they e.g. can return to normal lives after the unfortunate events.

WHAT – Tools such as our award-winning “Zurich HK” app and Telephony Claim
Service waive the hassle of going through paper-work. Though, simplifying claims is not just what we do; we notice the emotional distress that occurs to the customers when they are dealing with the aftermath of unfortunate events. One of the highlights in motor insurance is the upgraded Garage-Pro Services, where Zurich private car customers enjoy an array of benefits that makes repairing their car simple and fast.

HOW – ZWOW, the Zurich Way of Working, is a team oriented approach to enable our claims team to deliver a sustainable daily operation and to deliver a consistent claims service to our customers. E.g. by aligning every day in so called CommCells and by managing performance by the use of clear Key Performance indicators the capacities of the team can be better managed and performance anticipated.