Customer Servicing

Sometimes described as Client Servicing, this section has a number of functions,
and with a particular insurer some of these may be carried out by other departments (such
as Accounts, Claims etc.). The general scope of its responsibilities is indicated by its
name. It is to provide a service to existing and potential customers/clients, and the duties
probably include:
(a) Correspondence: enquiries of every imaginable kind are likely to be received,
asking for guidance and information. Sometimes, the enquiries will be totally
unrelated to the company’s business; therefore a degree of perception and tact will
be required. It is quite sure that the response a company gives to enquiries is very
important.
(b) Public relations: the more formal aspects of this could be within the province of
the marketing people, but the way clients are dealt with profoundly influences a
company’s standing in the eyes of the public.
(c) Documentation: requests for duplicate policies, amendments to existing policies,
copies of motor insurance certificates, etc. will probably receive at least their
initial attention in this department.
(d) Complaints: an area that must be seen to be handled fairly and promptly. This
may require considerable liaison with other colleagues/departments. It must also
be remembered that complaints may reach high levels of company management
and receive media and even Government attention.