Apia

Founded in 1986, Apia is dedicated to meeting the product and service the needs of people over 50 no longer working full time. In just over 20 years Apia has established a network of 44 branches across Australia serving more than 650,000 customers.

Today, Apia provides a full range of home and contents, motor, caravan, motorhome, boat and travel insurance.

The first thing you can expect from Apia is understanding and a total commitment to outstanding personal service.

Unlike some insurance companies, when you make an enquiry with Apia, the person who takes your call can actually handle your insurance needs. That’s because we don’t have separate Claims, Quotations, Home or Motor insurance departments.

Instead, we have staff that is multi-skilled and trained in every facet of our business. So whether your query is about general insurance, payments or lodging a claim, not only will you get an immediate answer, you will find yourself dealing with someone who listens and, importantly, does understand.

Most people find insurance complex. And deciding who to listen to for advice is just as difficult.

Unlike many other insurance companies, Apia customer service staff are qualified to provide personal insurance advice, in accordance with the Australian Financial Services Corporations Act. So, you can feel confident that your needs will be discussed and a recommendation made that suits your needs.

There’s no better test of the quality of an insurance company’s service than when a customer makes a household claim.

An independent research study conducted by The Klein Partnership (Jan 2005) to determine how customers felt about Apia’s service showed that of Apia customers who’ve made a claim, 99% would recommend Australian Pensioners Insurance Agency to their friends.

The result is a tribute to the professionalism of our staff and confirms the benefits of having a single, qualified, staff member handling your queries.

In 2003 we introduced ‘Understanding Guaranteed’ to help us understand exactly how we could improve our service to you and to measure our performance against your expectations. This delivers the customer-centric focus Apia regards as its principal point of differentiation from other insurance companies.

The ‘Understanding Guaranteed’ includes 10 service promises Apia commits to deliver to you – promises like our guarantee to action your written correspondence within five working days of receiving it and guaranteeing to pay you a $50 breach payment if we fail to deliver on any promise.

And to ensure absolute transparency, Apia’s external auditor Pricewaterhouse Coopers independently audits our delivery on our service promises. Better still, we publish the results for everyone to see.

'Understanding Guaranteed' is just one example of Apia’s determination to provide innovative product and service features and benefits to our clients. But it’s not the first.

Call 13 50 50 or visit www.apia.com.au