"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 Advisory Board
The ERGO Customer Advisory Board is a central link between customers and ERGO. The committee meets twice a year and consists of 25 members who represent the interests of ERGO customers in Germany.
Furthermore, the Customer Advisory Board supports ERGO by always considering and evaluating services and products from a customer's perspective. It makes suggestions and offers recommendations about how ERGO products can be improved for customers – thus also making them more attractive.
- The ERGO Customer Workshop
In the age of the Internet and emails, comparative sites and Facebook, the opinions and interests of customers are growing increasingly more important. The ERGO Customer Workshop is an online community for all ERGO customers, which aims to promote dialogue and give customers the opportunity to shape and improve the way ERGO does business.
Letters, services and products can be checked and evaluated in the ERGO Customer Workshop.
For more information about the Customer Workshop and how you can contribute, please visit:
www.kundenwerkstatt.ergo.de (only available in German)
The ERGO Customer Advocate
hat 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.