How can insurers continue to safeguard the interests of the customer, in a world that never stands still? How can the position of the customer be further strengthened? This is the focus of the Association's Customer Interest and Reputation programme.
In some bottlenecks, the customer's interests are compromised. And that can also damage the reputation of the insurance industry. Reputational problems often arise from a gap between what the customer expects and what an insurance product or insurer actually does. The goal is to close this gap as much as possible. To achieve this, the Association will continue to engage with insurers, stakeholders and customers.
For someone who does not have to deal with it on a daily basis, it is often not clear exactly what insurance entails. We have had some videos made for this. You are free to use the links to the videos in communicating with customers or embed them in your website.
When a customer files a claim, the insurer first assesses whether the damage is covered by the insurance policy. If so, the insurer will determine the reimbursement to which the customer is entitled. The insurer does not pay out immediately if it is unclear what happened, if the customer may have made a mistake or if there may be fraud. The insurer then wants more information before deciding to pay out. He will then carry out further investigations. For example, how the damage occurred or whether the submitted invoice is correct. We have made an infographic of this research process.
Sometimes things don't go as planned. For those who suddenly have much less income or lose the overview, money problems are lurking. Paying insurance premiums can then be compromised. If insurers deal constructively with customers with payment problems, they can help to prevent the financial problems of this group of customers from getting worse and sometimes even help them to tackle these problems. The Association has developed a number of concrete tools to support insurers and their customers in this:
In the Netherlands, there are more than one million people with a mild intellectual disability. They sometimes need just a little more time and attention in contact with an insurer. You can learn more about that in the video below.
Are you also interested in a training or workshop given by experts by experience? Contact the Prokkel Foundation or the LFB, the national interest group by and for people with intellectual disabilities.
Everyone wants to use the internet in their own way. Also people with a functional limitation. And that's more people than you think! Millions of Dutch consumers are limited in their actions in one way or another, for example because they are visually impaired, but also because they are temporarily unable to use a computer in the usual way.
Make sure your website is accessible to anyone, anywhere and with any device! On Digital accessibility you will find more information, useful links and the programme of meetings.
The central task of insurers is to identify, manage, price and share risks. It is important that as many people and companies as possible can take out appropriate insurance. We can insure about 99 percent of the common risks, but in specific situations it is not so easy.
Insurers make every effort to improve insurability where possible, for example by making good agreements with customers about safety and prevention or by agreeing rules with the government. Read how we're working on this.
The insurance sector wants to assist the customer in dealing with risks. To be able to make wise financial decisions, people need to have financial skills. Because in this case too, 'what you learn young is what you do when you grow old', we are committed to financial education in a few ways.
