2019 UK Complaint Handling Awards finalist Zurich has announced a new sign language service for deaf and hard-of-hearing customers.
The firm, which has its UK headquarters in Whiteley, is partnering with British Sign Language (BSL) Online Interpreting Service SignLive to introduce the scheme.
Zurich is the first insurer to offer this flagship service, which enables customers with impaired hearing to contact the insurer using a SignLive video interpreter. The interpreter acts as a middleman on behalf of the customer, carrying out their instructions, liaising with the insurer, and sharing feedback with the customer.
Customers using the service for the first time need to register with SignLive to complete online security and video quality checks before accessing an interpreter. Once registered, customers can access this free service from any mobile device by downloading the app from the App store or Google Play. They can also access it by installing the SignLive system on their desktops without having to download additional software.
Richard Pash, UK Marketing Director at Zurich UK said: “We’re very proud of our partnership with SignLive. It’s a fantastic service which we think will make a real difference to our customers with hearing difficulties enabling them to engage with us in a meaningful way which really works for them. We’re confident that this service will be well received and continue to look for ways to innovate and enhance the customer experience for all our customers.”
Joel Kellhofer, Director at SignLive added: “We’re delighted to be working with Zurich as the first insurer to be using the service, helping Zurich enhance the customer experience for its Deaf British Sign Language users. We’re confident that the service will prove popular with Zurich’s customers.”
The 2019 UK Complaint Handling Awards are taking place in London on March 8 . Click here for a full list of finalists.