How can insurers continue to safeguard the interests of the customer, in a world that never stands still? How can the position of the customer be further strengthened? This is the focus of the Customer Interest and Reputation programme.
Identifying and solving bottlenecks is paramount. With some bottlenecks, the customer's interest is compromised and with that it can also damage the reputation of the insurance sector. Often a reputation problem arises from a gap between what the customer expects and what an insurance product or insurer actually does. The goal is then to close this gap as much as possible. This will continue to be a priority in the coming years.
The Dutch Association will continue to discuss with insurers, stakeholders and customers how the sector can meet the changes in customer needs and the accents we put in this regard.
Explanation of insurance
For someone who does not have to deal with it on a daily basis, it is often not clear what insurance exactly means. We had some videos made for this. You are free to use the links to the videos in communication with customers or embed them in your website.
Payment problems
Sometimes it's not. For those who suddenly have much less income or lose the overview, money problems are lurking. Paying insurance premiums can then be compromised. If insurers deal constructively with customers with payment problems, they can help to ensure that the financial problems of this group of customers do not increase and sometimes even help them to tackle these problems. The Association has developed a number of concrete tools to support insurers and their customers in this:
- Read in the Guide to payment problems what you can do as an insurer if you suspect that your customer has money problems.
- The Protocol on late payment is binding on all members of the Dutch Association. This contains rules for insurers in dealing with customers with payment problems. This includes communication and information provision, agreements with collection partners, cooperating in debt restructuring and insuring people who have gone through a debt restructuring process (the clean slate).
- In addition, the Dutch Association of Insurers offers a communication format with which they can inform customers about the process in case of payment arrears. Insurers can adapt this template to their own situation.
Digital accessibility
Everyone wants to use the internet in their own way. Also people with a functional disability. And that's more people than you think! Millions of Dutch consumers are limited in their actions in one way or another, for example because they are visually impaired, but also because they are temporarily unable to use a computer in the usual way. Make sure your website is accessible to anyone, anywhere and with any device! On Digital accessibility you will find more information, useful links and the program of meetings.
Insurability
The central task of insurers is to map, control, price and share risks. It is important that as many people and companies as possible can take out appropriate insurance. We can insure about 99 percent of the common risks, but in specific situations it is not so easy.
Insurers make every effort to improve insurability where possible, for example by making good agreements with customers about safety and prevention or by agreeing rules with the government. Read how we are working on this.
Financial education
The insurance sector wants to assist the customer in dealing with risks. In order to make wise financial decisions, people must have financial skills. Because in this case too it applies 'young learned is old done' we are committed to financial education in a few ways.
