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11 October 2021
Allianz has a new wellbeing program for members of its year-old High Care Team, who support customers experiencing vulnerability, including family violence, extreme financial hardship or mental health conditions.
The Allianz High Care Team, which supported 250 such customers in the year to July, can now access specialist online trauma training, regular team psychologist round-table sessions and other dedicated resources. The suite of services aims to help workers identify and manage their own “second hand” vicarious trauma.
The average monthly number of these customers has jumped 70% since March. Allianz Australia GM Customer Advocacy Sema Musson says the complex and sensitive matters the High Care Team encounters requires an “additional layer of emotional strength”.
“We need to support our people so they can support our customers who are experiencing vulnerability,” Ms Musson said. “Given the challenging and uncertain times … we are dedicated to continually evolving our available resources to better provide both our customers and our people with support and security.”
The Allianz High Care Team, in parallel with the claims and policy servicing teams, provide tailored claims case management and collaborates on policy coverage and flexible support decisions.