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QBE flags customer charter launch

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QBE is launching a new Customer Charter, a project that involved input from more than 100 representatives from the insurer’s property supplier network.

The charter follows a strategic review of the claims division, and aims to deliver better and more consistent outcomes for customers during the claims process.

“The claims experience is the moment of truth for insurers and we know that each and every touchpoint can influence the customer’s view of the entire process,” Chief Claims Officer Jon Fox said.

“Our recent [request for proposals] process has enabled us to enhance our approved supplier network with new and existing partners that share our customer-first ambition.

“The next step was to bring everyone together and map out what this looks like in practice through the creation of a unified customer charter.”