Intact launches new campaign focused on 30-minute claims service guarantee

Intact Insurance has launched a new national television and online campaign geared to consumers, promoting its 30 Minute Claims Service Guarantee.

The campaign, which includes television commercials and online ads, is meant to respond to Canadians’ desire for responsive customer service from their insurer, Intact said Wednesday. 

The insurer points to a survey by Angus Reid in which 98% of respondents said that responsiveness of a service representative was important for making a positive customer experience memorable. 

In addition, 79% of respondents indicated that quality products/services have an impact on their purchasing decisions, with the next two most important attributes being helpful staff (56%) and convenient hours (42%).

The new commercials depict the claims reporting experience offered by Intact. In the ads, actors call in to Intact Insurance Claims Centres and speak to a professional about an unfortunate incident. “While the situations are dramatizations, the responding employees believe they are speaking to real customers who need their assistance,” Intact said.

“Our guarantee is that within 30 minutes of answering a call, we’ll start the claims process and arrange emergency support if required so customers can feel relieved that the situation is being taken care of,” Monika Federau, senior vice president and chief strategy officer at Intact noted in a press release.

Intact’s claims department includes more than 3,000 employees, 1,000 of whom work in one of its fifteen claims centre locations across Canada.