Auto insurance clients rank RBC Insurance highest in Ontario and Atlantic Canada

MISSISSAUGA, ON, Sept. 20, 2011 /CNW/ - RBC Insurance was ranked highest overall in customer satisfaction among insurance companies in Ontario and the Atlantic Region, according to the 2011 J.D. Power and Associates' Canadian Auto Insurance Study.

This independent study of Canadians measures customers' experiences with their primary insurer and clients rated RBC Insurance highest in three of the five categories: Policy Offerings, Billing and Payments, and Claims.

"RBC Insurance is very pleased to be highest rated with clients in Ontario and Atlantic Canada," says Neil Skelding, president and CEO, RBC Insurance. "Providing an outstanding client experience - from sale to claim - is a critical part of our value proposition.  This award recognizes our commitment to always providing clients with innovative and client-focused insurance products and services."

RBC Insurance customer service and claim highlights include:

  • An emergency response program:  RBC Insurance offers this program in major cities across Canada and it continues to be a client experience differentiator.  When a client has an accident, RBC Insurance will arrange for the pick up of a client's damaged vehicle and will provide a rental on the spot. After repairs are completed, the vehicle is delivered back to the client and the rental vehicle picked up. This service provides the client with a no-hassle experience in which the complete repair process is coordinated by RBC Insurance, including a lifetime warranty on repairs.
  • On-site access to critical claims data:  RBC Insurance has enabled its adjusters to prepare their client's claim, on site, by viewing their profile, drafting the estimate and sending it wirelessly, in real time, to the main claims application. The adjuster can then record the payment and close the claim.  And, to further enhance the client experience, the RBC Insurance claims team has recently begun making post-claim follow up calls to ensure clients are happy with how their claims were handled.
  • A confidential claims advice line:  RBC Insurance provides "off the record" confidential advice to clients to help them understand the possible impact to their coverage, liability and future premiums. This is an advice only line - so if no claim is made, there is no impact to a client's policy and information is not passed on to underwriting.

"RBC Insurance works hard to proactively and continuously improve the insurance experience on all fronts: advice, purchase and claims," said Skelding. "Our home and auto team has made some major strides in making the auto insurance process easier - and our clients are clearly noticing."

About RBC Insurance
RBC Insurance®, through its operating entities, provides a wide range of travel, life, health, home, auto, wealth and reinsurance products and solutions, as well as creditor and business insurance services, to individual and group clients. RBC Insurance has more than four million clients in Canada, the U.S. and internationally. Our products and services are offered through a wide variety of distribution channels, including call centres, retail insurance branches, independent brokers, travel agents, a proprietary sales force and the Internet.

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions.  The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratingscar insurancehealth insurancecell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

SOURCE RBC

For further information:

Margie McNeil, RBC Corporate Communications, 905.606.1425 margie.mcneil@rbc.com
Kerry Gaetano, RBC Corporate Communications, 905.816.5583 kerry.gaetano@rbc.com


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