Our sales agents and employees are guided in their actions by the wishes and needs of our customers.
This is why we strive to enter into a dialogue with our customers in a number of different ways – and why we would like to invite them to confide their wishes to us. As a participant in the ERGO Customer Workshop or as a member of the ERGO Customer Advisory Board in Germany, consumers help to shape our company with their ideas and criticisms. Alternatively, internet users can give us feedback online. We aspire to improve continually and our customers' ideas and suggestions are very important to us
When making provisions for the future and protecting themselves from risks, people want transparent, understandable information. ERGO uses clear language and avoids complex jargon, in order to ensure that consumers know exactly what they are getting. Certified by external communications experts, our in-house standards ensure that the language we use is clear and comprehensible. We endeavour to define benefits and exclusions with crystal clarity in our contractual terms; our clauses are increasingly being reduced to the essentials. And should something remain unclear in spite of all these measures, consumers can call a free hotline for an explanation. This is what we mean by our Guarantee of Understanding.
People also expect to be treated fairly and as individuals. At ERGO, customers are advised and looked after according to their needs – in person by one of our approximately 13,000 representatives in Germany or over the phone by ERGO Direkt. And should customers ever feel they may not have been treated correctly or find themselves unable to understand a decision, they can contact the ERGO Customer Advocate, whose task is to represent the interests of customers within our company in Germany.
ERGO offers its customers tailored products and a wide range of useful services. In case of loss or damage, we are swiftly on hand to offer our customers sound solutions. For ERGO sees itself as a problem solver, providing support and services that go far beyond the conclusion of contracts.
We want our customers to feel that they are in the best of hands.
"To insure means to understand" is no empty promise, which is why ERGO has set in motion a major process of change and kick-started projects across the company as a whole. ERGO hopes to honour the promise using the following instruments.
The ERGO Clear-Language Initiative
ERGO recognised the user's need to receive comprehensible information, launching the Clear-Language Initiative in early 2011. By using clear language, ERGO is looking to nurture trust amongst the insured, as customers want to know exactly what they can expect from an insurance policy.
ERGO has developed binding regulations for the Clear-Language Initiative, which have been certified by the communication expert Brettschneider.
Up until the end of 2011, ERGO had redrafted nearly 20 million letters, formulating them in a manner that made them much easier to understand and summarising long and complicated terms of insurance to just a few pages.
ERGO wants to be able to understand exactly what customers need from their insurance, what they want from it and what they would criticise. In order to initiate dialogue, ERGO has founded its Customer Advisory Board and Customer Workshop.
The ERGO Customer Advocate
What is fair? And where is there room for improvement? These are questions that our customers often answer very differently to us. The feeling of having been unfairly treated is one of the most commonly cited reasons as to why people are unhappy with their insurance provider.
The ERGO Customer Advocate deals with matters, which according to the client, have not been resolved in a satisfactory manner, even after being processed by the internal quality and complaints department. Working alongside a team, the Customer Advocate deals actively with complaints, promoting clarity and dispute resolution at all times.
Finally, the ERGO Customer Advocate assists in the implementation of measures which ERGO has designed for and with customers – including, for example, the Customer Advisory Board and the ERGO Customer Report.