QBE Insurance Provider – Turning Accidents into Positive Experiences
Re-framing claims communication to support customers during difficult times.
The engagement
The work
An insurance organisation required a complete redesign of its claims communication to reduce customer stress during accident recovery. Friendly Persuasion reviewed over 1,000 communications, redesigned them with a supportive and empathetic voice, and delivered staff training to embed the approach.
The difference
Results
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Reduced customer complaints during claims processes.
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Positive feedback from workshops in Sydney and Perth.
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Stronger brand perception through empathetic communication.
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