Auger’s service reaches ‘world class’

by Chris Cowen / March 07,2018 / Published in Auger Company News, Industry News, Auger Family,
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Auger’s team is proud to have scooped the best customer service at the LV= General Insurance Claims Partner Awards. LV= are the ‘Which’ Insurance provider of the Year 2017. With customer satisfaction levels running at 99 per cent, Auger satisfied the LV judging team which was looking for ‘world-class customer satisfaction and retention results.' LV’s Claims Director Martin Milliner told the audience at the awards ceremony that they don’t have any good suppliers “only great ones.” Rachel Scarrett, Head of GI Supplier Management at LV who handed out the award to Auger said that out of its 500 excellent suppliers, one stood out for outstanding customer service - and that was Auger. Our commitment to customer service has included:

  • Our cutting edge IT allows site information to be transferred in real time. This enables our technical team to produce a comprehensive report on liability within four hours of finishing on site in 95 per cent of cases. This and other initiatives has reduced claim life cycles by 20 per cent (3 days) over the last six months to 9.3. days.
  • Our processes allow us to achieve customer satisfaction of 99 per cent with a market leading supplier NPS score of 76.72 per cent for LV= customers over 2016/7. Our average time to contact LV customers is down to 13 minutes.
  • Auger has developed a new water mains process jointly with LV= which allows the customer to use the claim spend more effectively toward the entire replacement of their water mains, to prevent further leaks and continued exposure to lead in their drinking water in a significant number of cases. We have improved service with a direct delivery model and now self-deliver in over 98 per cent of claims. All drainage repairs are backed by our unique 10-year DrainShield warranty.
  • Development of a mobile customer app with live ‘Uber’ style tracking of our engineer, the ability to pay their excess, full access to photos, videos and claim updates with the ability to upload information. We are also able to give the customer access to a Virtual Assistant allowing them to ask Alexa about their Auger claim on an Amazon smart speaker to support more vulnerable customers.


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