Customer innovation scores top industry
honours for The Buzz
(Friday October 23) Australia’s newest online car insurer, The Buzz, has been officially
recognised for its approach to creating with customers by winning the prestigious Australian
Banking & Finance Insurance Award for Innovation.
The annual awards recognise and promote achievement across the insurance industry and
were held at The Ivy Ballroom in Sydney last night.
The Buzz, a part of Insurance Australia Group (IAG), is Australia’s only insurer to be truly co-
created with the community.
The company, brand, service propositions and product resulted from an intensive 12-month
consumer insight process. Feedback from customers formed the platform for The Buzz’s
acclaimed online customer experience, starting from the initial purchase through to claiming.
The Buzz CEO, Jacki Johnson, said IAG started with a blank sheet of paper 18 months ago
with a goal to create a business that truly resonates with people wanting quality car insurance.
“To win the Best Innovation award in such a short time really demonstrates that by daring to
do things differently you can make a positive change for customers,” she said.
“We’ve been helped by about 4,000 people – in online and offline co-creation initiatives - who
told us what they would like to see in their ideal online car insurer.
“Through our online community Buzz Exchange, and by listening to our customers every day,
we’ll continue to be innovative and offer our customers a great online experience, products,
and a claims service that suit their individual needs.”
Key features of The Buzz that customers helped create.
Super speedy online experience. People are busy and that’s why transacting online
is attractive to them. The Buzz developed the 60 Second Quick Quote, and a fast
and responsive car insurance website, so people can manage their insurance quickly.
Customers can conveniently use Live Chat with instant responses as well as claim
online, anytime.
Transparent Insurance. Customers want to be in control of their product and pricing.
Customers can opt in or out of the different car insurance covers and see how their
choices affect their premium – instantly.
Flexibility. Customers can choose what cover suits them, and nominate an agreed
value and excess. They can also pay as they go (fortnightly or monthly) or upfront.
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A fantastic claims experience. Buzz customers can claim online, anytime. To date,
The Buzz has received very positive feedback from customers with claims.
More information or to arrange an interview with The buzz CEO Jacki Johnson:
Contact michelle.fraser@thebuzzinsurance.com.au
insurer, genuinely shaped by the community. It’s for busy people who want to manage their insurance
quickly, easily and online 24/7. It features an industry first, the 60 second quick quote and simple
language. The Buzz is part of Insurance Australia Group (IAG), an international group employing around
15,000 people in businesses which underwrite around $7.8 billion of premium
each year.
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