Market-superior service is our top priority.
Customers around the globe count on Allianz Global Assistance, 24 hours a day, 7 days a week, 365 days a year. They trust us to always be there, to have answers to their questions and solutions to their problems, and to take care of them - before, during and after their trip.
That's a tall order, but one we take very seriously. To live up to their high expectations of us, we own and operate all of our service areas, including customer service, travel assistance, medical assistance and claims. And our assistance representatives - every one of them - are professionally trained as emergency service coordinators. That attention to detail allows us to remain in control of the level of service we deliver.
In fact, 93% of our customers tell us they are "Highly Satisfied" with our customer service. We even won the ICMI Global Call Center of the Year Award in 2008.
At the end of the day, we must be doing something right... well actually, a whole lot!
Service isn't just a word to us. It's our business.
How do you exceed customers' expectations? At Allianz Global Assistance, we work on answering this question every single day.
We start with a multilingual assistance staff, who is able to communicate with just about any customer who calls in (we speak over 40 languages!). And we're literally always there when customers need us - our customer and claims support is round the clock. Our service commitment also extends to developing our associates' skills so that they are the best they can be at their jobs. This includes monitoring all customer calls as well as helping associates set and reach quality goals, not just once a year but on an ongoing basis.
No one wants to think about a disaster when they're traveling, but this is where we are really at our finest. Allianz Global Assistance has a catastrophe plan, ready to be deployed at a moment's notice, to locate our customers and get them to safety in the case of a crisis.
Every day, we push beyond our customers' needs to help them in ways they never imagined. That's what service really means to us.