Customer orientation and satisfaction

It is crucial to our company’s success that we are perceived by our customers as a preferred business partner. If we are to achieve this, we must offer prices commensurate with the risks, adequate capacities and a reliable value proposition. In addition, we foster an active dialogue with our clients. In the context of customer events we initiate an exchange of knowledge on current insurance topics and developments and we enable our customers to give feedback on our products and services in face-to-face discussions.

Customer relationships at our company are normally managed on the level of individual divisions. In property and casualty reinsurance we cultivate our customer relationships both through reinsurance brokers and directly by making regular business trips or holding videoconferences. Furthermore, our employees attend trade fairs and expert conferences worldwide. In life and health reinsurance we have a direct local presence in most markets due to our decentralised approach and are thus able to engage in a quick and flexible exchange with our customers. In addition to business trips to visit individual clients, we also organise seminars – usually on specific topics – and training workshops in the markets where we operate so as to keep our customers informed about the latest issues and developments relating to life and health reinsurance as well as underwriting.

We conduct regular surveys to measure the satisfaction of our customers – not only independently but also with the support of external market research institutes when it comes to certain markets. In view of the importance that we attach to accommodating the specific features of individual markets, we consciously do not carry out any general uniform survey of customer satisfaction on a global basis across all our divisions. We process the results of our customer surveys and studies in-house so as to identify potential action fields. The steps taken not only served to improve the perception of our brand, they also made our services and products stronger. In recent years, for example, we have enhanced our automated underwriting systems according to the wishes of our customers and we have brought new product ideas to market.