Klient Indywidualny
WHO ARE WE?
We provide services for insurance companies, financial institutions, brokers, leasing companies, fleet companies or companies in service industries. Our goal is to effectively meet the daily needs of our business partners’ customers and provide solutions that help optimize service costs. Global Assistance Polska is a business partner you can count on.
We provide services for insurance companies, financial institutions, brokers, leasing companies, fleet companies or companies in service industries. Our goal is to effectively meet the daily needs of our business partners’ customers and provide solutions that help optimize service costs. Global Assistance Polska is a business partner you can count on.
OUR CLIENTS
More than 50 insurance companies and pension funds in 30 countries form a Group with a long -standing tradition, strong brands and close customer relations. VIG has around 29,000 employees who take care of the needs of around 32 million customers every day. VIG shares have been listed on the Vienna Stock Exchange since 1994, on the Prague Stock Exchange since 2008 and on the Budapest Stock Exchange since 2022. The VIG Group has an A+ rating with a stable outlook issued by the internationally recognised rating agency Standard & Poor’s.
OUR SHAREHOLDERS
QUALITY
At Global Assistance Polska, we put quality first. We actively implement a number of service and technology projects. These result in comprehensive services and products that meet the needs of the recipient in every life situation.
Understanding the partner
We strive to constantly adapt our services to the changing needs of our customers. This is a common challenge that allows us to create the best conditions for developing services and supporting our partners’ business.
When we start working with a business partner, we become part of its vision and operations. We identify with the organization to fully understand the business and customer relationships. At Global Assistance Polska, we do whatever it takes to deliver the best product and customer service on behalf of our business partners.
Customer Experience
The needs and expectations of our service recipients change according to different circumstances. We want to respond to these changes as quickly and efficiently as possible. We focus on the customer’s perspective to continuously improve our services and processes.
To better understand customer needs, we have established a Voice of Customer function. The person in this position evaluates the scope of our services and reviews systems, processes and information flow from the customer’s perspective. Based on this, we make necessary product and service improvements at Global Assistance Polska.
Innovation
Innovation is an essential element in the assistance business, which includes technological advances, process automation, as well as the development of new services and areas of support.
At Global Assistance Polska, we strive to continuously develop and deliver the best solutions aimed at satisfying our service users
Claims Tracking Module
Claims Tracking Module allows the customer to check the status of the moto assistance service in real time, track the tow truck’s arrival in real time, upload documents and exchange messages with the person handling the claim.
Network of service providers
Our strength is a perfectly coordinated network of professional assistance service providers who resolve our customers’ cases on our behalf. This allows us to provide support anywhere in the country and when traveling abroad. Our priority is quick response and promptly organized assistance in eliminating problems. As a result, your customer will be convinced that they have made a good choice by opting for your product with an additional assistance program.
We know that the satisfaction of the target customer strengthens their relationship with our business partners. That’s why at Global Assistance Polska we constantly monitor the service process and conduct customer satisfaction surveys. In addition, our organization’s quality department works to continuously improve service through training, mentoring and developing the skills of our employees.
Our approach is reflected in SLA (Service Level Agreement) indicators, which confirm the guaranteed level of service. Our call acceptance rate remains at a consistently high level (minimum 95%).
Satisfaction at a guaranteed level
Own road assistance
We see our service providers as a source of ideas and insights that help us continue to improve our services and processes. At the same time, we ourselves want to understand the challenges they face on a daily basis. That’s why we have created our own network of road assistance. Its task is to complement the service provided by regular subcontractors and to test the service on an ongoing basis, which allows us to better understand the difficulties that Global Assistance Polska’s contractors face.
