Expanding customer service channels

Broadening our service channels for claims and repair customers.

We are providing greater options for customers as to how they communicate with us, as we embrace one of the key structural trends driven by increased digitalisation.

While at the time of an incident, most prefer to talk to our contact centre colleagues, there is an increasing preference to be able to manage engagement online as the claim process progresses. FMG ‘Connect’ is our middleware application focused on developing a digital platform providing a unified communication solution – allowing customers the ability to manage their claims both online and through voice with the same information and high level of customer service.

This platform provides a more convenient and efficient way for customers to interact with FMG, improving response times and overall satisfaction.  Features include providing updates on vehicle repairs, direct message, provide images, allowing customers to book or terminate hire vehicles, and including an FAQ section tailored to specific brands and other relevant information without having to call. Current usage statistics suggest that around 40% of customers post incident occurrence use the FMG Connect platform, with high usage rates across customer solutions groups of fleet, commercial and personal line insurance claimants.