CLIENT PROMISE: WE ARE UNCOMPROMISING IN OUR APPROACH TO SERVICE.
At Ensure we believe that insurance should take up as little of your everyday as possible, and we make it our job to handle your policy needs from end to end. As our client, you will enjoy support and assistance from our brokers whenever you need it, so you can feel confident in your adviser as well as the insurance or pension solution you select.
Customer service is key
We are uncompromising, as customer service is at the heart of who we are. It is a fundamental facet of how we do business. Notwithstanding, the fact that we are among Denmark’s largest insurance and pension brokerage firms, with just under 100 employees nationwide. We have made a conscious choice in our approach to service, which we do not take for granted.
At Ensure, your needs are always in front and centre. This means that we always go the extra mile to find the best solution for you. Your client experience is important for us, and should be consistent regardless of how you interact with us.
It is important for us to get to know you, understand you, listen, to you and work with you to meet your needs. This also applies to the requirements that you may not be aware that you need. We know that you need your matters handled easily, professionally and confidently. Good client service is therefore our first and last concern to ensure your satisfaction and loyalty.
Focus on good telephone service
It doesn’t take more than two minutes to lose a client, as shown by several American studies on customer service. In client surveys from recent years, 66% have responded that they are only willing to wait on hold for two minutes or less.
We always strive to deliver an unparalleled client experience, in part by offering exceptional telephone service, as much of our client communication is via phone.
You have undoubtedly had the experience of calling companies that make you wait on the phone for an eternity before you are connected to the right employee. This is frustrating and a waste of time.
Ensure Pension has recorded an average wait time of 30 seconds over the last 12 months. In the unlikely event we miss a call, we always call the client back immediately. So you can be sure that we always do our utmost to respond immediately – or a short time afterwards in cases where this is not possible.
It is important for us to resolve your inquiry promptly, but if we don’t have the answer at our fingertips, we will look into the matter and get back to you quickly with a response.
We measure client satisfaction
When, for example, our clients call our main number in Insurance East, they receive a text message with a link to a very brief survey after their call is over. Here they can give us a thumbs up or down and add a comment. This helps us measure satisfaction among telephone clients and receive input as to what we can do to make the experience even better.
Over the last six months, 96% of our clients have responded with a thumbs up evaluation of our telephone communication experience.
When the client gets their say
REA Erhvervsbiler is an Ensure insurance client. We handle the company’s insurance policies and offer uncompromising service in full filling our clients needs. We had a talk with CEO Gert Hansen about his experience working with us, and were pleased with the positive feedback:
”After reviewing my business I can see that I did not always have the right insurance coverage. There is no doubt that our broker Nick Gaardhøje has been extraordinarily skilled at negotiating the right insurance into place for us. Now we not only have less costly insurance than before, but we also have the right coverage.
Ensure handles just about everything for us, and this has taken a huge load off my shoulders in day to day operations. In only three months I can notice a significant difference, and it given me peace of mind to know I can focus on my work and what I am best at- instead of worrying about insurance.
The important thing for me is to have found a partner I have direct contact to when I have questions. Our company has insurance policies with several different providers, and until now I always had to call around to different places. Now I don’t need to do that any longer – Ensure has made it easy and efficient for me.”
– Gert Hansen, REA Erhvervsbiler
What uncompromising service means for our employees
Client Advisor, Ensure Insurance
Camilla Lykke Christensen is Client Coordinator for Ensure Insurance, and for her, honesty, diligence, accuracy and a positive altitude are the most important elements in providing good service over the phone.
Ensure Insurance clients have a appointed point of contact, and Camilla’s clients therefore have her direct extension. In the event she is unable to answer the phone, the call will be forwarded to the main number, where her administrative colleagues are ready to assist. This way, there’s always someone available to assist.
Camilla says that the direct contact and relationship with the client makes it easier for her to offer uncompromising service and add a personal touch to their interaction:
“I speak to clients as I would speak to my colleagues –always approachable and respectfully. I remember personal details about my clients and ask about how they are doing. And then I also make sure that things don’t get too technical, and that they always understand what we are talking about”.
For Camilla, good service also means meeting client expectations and trying to find solutions together. She says:
“I go the extra mile for the client, including in finding solutions to the seemingly impossible. There is always a solution to be found, even if the starting point might be different from the end results – as long as together we find a solution that my clients are satisfied with. I also make sure to end my calls by asking whether there is anything else I can assist with and ensuring them that they are always welcome to call if there is anything else they need. That for me is what uncompromising service means”.
Insurance Broker
Nick Gaardhøje er partner i Ensure Forsikring Øst, og for ham betyder kompromisløs service følgende:
“Som forsikringsmægler og -rådgiver har jeg en utrolig tæt dialog med mine kunder. En af mine vigtigste opgaver er at skabe sikkerhed, tryghed og overblik for mine kunder. Jeg er altid tilgængelig og nem at få fat på, så de hurtigst muligt kan få svar på deres spørgsmål.”
For more information watch this video as Nick describes what good client service means to him.
