One of the undisputed insurance heavyweights, Auto & General Insurance is clearly one of South Africa's top short-term insurance providers. They constantly strive to offer their clients that little bit extra, which they have had to do lately thanks to the emergence of companies like Dial Direct, and they have now unveiled another first in the insurance world: a Service Charter. Auto & General were also the first to provide insurance via the telephone, electronic quotes, and even electronic underwriting. But what is the Service Charter, and how does it really affect prospective clients of Auto & General?
Finally, there is an insurer that lists its promises to clients, and transparently backs up those promises in a tangible way. Not only do clients know where they stand, Auto & General's staff are also acutely aware of their own responsibilities, raising the bar of customer service. The Service Charter explicitly states the rights to which each and every client is entitled. Auto & General guarantees its service as well as a commitment to provide affordable insurance, and if they fail to keep those promises there are penalties.
These include, but are not limited to, giving away a month of free insurance for a vehicle that has recently undergone unsatisfactory repairs, based on a client being unhappy with the way in which the vehicle was fixed at the first time of asking. These penalties are the result of in-depth research conducted regarding the real needs of customers, and Auto & General can now deliver based on those needs. There are five fundamental principles that underpin the
Auto & General Insurance Service Charter. These are:
1. The highest level of service
2. Affordable insurance
3. Superior quality
4. The customer will always have a voice
5. The insurer will always innovate
Auto & General Insurance have a long and distinguished track record. They have been around for 20 years, yet the implementation of this novel Charter shows that they are still at the cutting edge of the Insurance industry. They are well known for being one of the best when it comes to short-term insurance, taking pride in their highly efficient administration and consistently striving to improve their vaunted customer service.
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