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property for sale in barbados
News and Information Article
96% of Personal Insurance Customers with Recent Windstorm Losses Highly
Satisfied
WARREN, N.J., March 17 /-FirstCall/ -- Ninety-six percent of the
personal insurance customers of the Chubb Group of Insurance Companies who
suffered windstorm losses during this past hurricane season say they were
highly satisfied with their overall claims experience.
The finding is based on surveys of customers following Hurricanes Katrina,
Wilma and Rita as well as Northeastern windstorms. Even insureds affected by
Hurricane Katrina, by far the worst storm of the season, praised Chubbs
claims handling: Ninety-three percent were highly satisfied with their overall
claims experience.
"These are incredible results that demonstrate the value of a Chubb
insurance policy," said Dino Robusto, executive vice president and worldwide
claims officer of Chubb & Son. "They are virtually in line with the overall
satisfaction ratings we receive on our claims handling throughout the year.
Achieving this success in the worst of times is all the more impressive, but
our attitude is that these are the expectations we have set with our
customers, agents and brokers."
Robusto said many customers and agents, who have provided separate
feedback, pointed out Chubbs adjusters were empathetic and even made
customers aware of coverage they did not know they had.
Responding to an open-ended survey question, one customer wrote: "My
husband and I received the enclosed survey regarding our experience with Chubb
and we laughed: The only possible answer to any of the questions was
5-exceeded expectations! In fact, had there been a more laudatory category, we
would have used that one. Our claims adjuster was courteous, prompt,
knowledgeable and pleasant. He made a difficult experience quite palatable."
Another customer wrote, "My interactions with [your adjuster] have been
the only pleasant experiences I have had in the aftermath of Hurricane
Katrina. In our first meeting, she expressed sympathy toward the catastrophic
effect Katrina had on me and New Orleans. She was very sensitive to my
emotions and remains kind and understanding with each of our conversations."
William Turnbull, senior vice president and worldwide property claims
manager of Chubb & Son, said these types of comments were not unusual for
Chubb, which has won awards for its claims service in the United States and
several other countries. But what was unusual was the extent that this past
hurricane season has taxed insurers, many of whom have outsourced large parts
of their claims function. "We try to predominately use our own adjusters,
especially on complex losses such as those associated with the recent
hurricanes," he said.
In total, Chubb surveyed nearly 2,300 customers with storm losses. The
survey asked customers to assess promptness, service, ease of submitting a
claim, satisfaction with the adjusters damage assessment and the fairness of
the settlement, among other factors.
"We had an overwhelming response rate, which, in itself, is a
demonstration of our success," said Turnbull.
Member insurers of the Chubb Group of Insurance Companies form a multi-
billion dollar organization providing property and casualty insurance for
personal and commercial customers through 8,000 independent agents and brokers
worldwide. Chubbs global network includes branches and affiliates throughout
North America, Europe, Latin America, Asia and Australia.
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