Customer Service training helps AAMI set the pace among CTP insurers

When navigating the aftermath of a traumatic motor vehicle accident, exceptional customer service can make a significant difference in the experience, wellbeing, and recovery of those affected. 

This is something that Curtis McKay, Executive Manager, SA & ACT CTP at AAMI and his team know well. Together, they are responsible for managing Compulsory Third Party claims on behalf of individuals injured in a motor vehicle accident.  

“We’re dealing with people who have often been through a traumatic event that either affects them directly, or a loved one,” Curtis said.  

“Providing compassionate and responsive customer service is essential to ensuring individuals feel supported throughout their recovery journey following a motor vehicle accident.” 

With a strong customer service culture already embedded within the team, Curtis was looking for ways to level-up the already exceptional customer service offered.  

“We regularly measure our customer service internally, by running Net Promotor Score surveys,” he said.  

“Our scores have been consistently strong, but we wanted to take our service to the next level.”   

Earlier this year, AAMI engaged Professional and Continuing Education to deliver a bespoke, half-day Professional Customer Service Skills short course for 34 team members.  

The objective of the course was to improve rapport, relationship-building skills, and engagement in their claim management interactions. 

Co-design approach delivers tailored training 

Like all tailored workforce training offered by Professional and Continuing Education, we applied the principles of co-design to develop a bespoke solution that met AAMI’s unique needs – something Curtis considered especially important when selecting a professional development provider.  

I was really impressed with the amount of time Professional and Continuing Education spent with my team to make sure the training was fit for purpose and tailored to the work we do.Curtis McKay

“We had quite a niche need… and a ‘cookie cutter’ approach wasn’t going to work for or benefit us – or our customers,” he said.    

From design to delivery, the course was received exceptionally well by the team, who particularly enjoyed the presenters’ expertise, and interactive and engaging facilitation style.  

“The facilitator was terrific, so energetic and knowledgeable, and she had done her research to make sure the material was relevant.”  

This helped participants embed learnings from the course in their day-to-day work, Curtis said.  

“At times, we are required to deliver difficult messages, so a key takeaway the team have found helpful is when we’re delivering a difficult message, it is still important to explain that there are other benefits, or options, for the customer.  

“Since the training, we’ve done a lot of work to reinforce and embed our learning through call listening.   

“We recorded a couple of mock calls, both before and after the training.  

“In the ‘after’ calls, we introduced some of the attributes we learnt about positive framing, which showed what people had learnt,” he said.  

Delivering results for claimants and business alike 

Like all short courses delivered by Professional and Continuing Education, a post-course survey was conducted to understand the impact and effectiveness of the training.   

An overwhelming 93 per cent of participants agreed they were able to easily follow the content and gain a strong understanding of concepts, while 96 per cent of participants found the subject matter expert to be effective and knowledgeable.  

“Professional and Continuing Education conducted a participant survey after the training had ended, and the feedback was overwhelmingly positive,” Curtis said.  

“The team loved it and are craving more, which is something we’re looking at doing.”   

On the ground, the short course also delivered tangible business results, helping AAMI improve its ranking in the CTP Regulator Claimant Service Rating and improve their internal net promotor score.  

Seeing the value for their team, business, and customers, we look forward to continuing to work with AAMI to deliver further customer service training.  

Before, during, and after the training the team was incredibly responsive, professional, and easy to work with. It was a fantastic experience, overwhelmingly positive and we’re keen to do more together.Curtis McKay