ERGO put huge change processes on track and boosted projects in the entire group to fulfill the promise “To insure is to understand”.
We want to fully understand what customers need from an insurance, what they wish for and what they criticize.
That is why we set up the Customer Advisory Board and the Customer Workshop – to establish a dialog with our customers.
The ERGO Customer Advocate sees to requests which haven’t, from a customer’s perspective, been satisfactorily solved even by processing though the internal quality and complaints management.
In the beginning of 2013, we started the ERGO Clear Language Initiative to be more comprehensible. TÜV Saarland already checked our initiative three times and gave the mark Good (1.72).