15:48 PM

On the path to enhance customer service

Aiming to make every customer interaction a positive experience, Nationwide continues to introduce service enhancements for its insurance, retirement and financial services customers while providing ongoing employee training that puts the customer at the center of every decision. 

Columbus, Ohio-based Nationwide, one of the largest and most diversified insurance and financial services firms in the nation, redoubled its efforts in 2020 and 2021 to take a customer-centric approach, and those efforts are resulting in both new customer services and recognition for the company. 

“Doing right by our customers is its own reward, but these recent acknowledgements reinforce that we are on the right path,” said Nationwide Chief Customer Officer Amy Shore. “Our goal is to achieve outstanding customer satisfaction across all parts of Nationwide, with every product and service, and create customer experiences that are effortless, personal and reassuring.” 

In October, Nationwide earned awards for outstanding customer satisfaction among U.S. annuity providers, receiving the highest ranking in the categories of product offerings, price and statements. Nationwide also earned an Active ETF of the Year award for its risk-managed income ETF.  

“When we put the right people in place with the right training, offering the right services, we can really make a difference for customers,” said Shore, adding that employee training is paramount for the company to ensure that it’s delivering on its promises to its customers. For example, she noted that Nationwide employees are being trained to use new artificial intelligence and machine learning technology that will help them more quickly find the information they need to help customers and answer their questions. New technology is also being introduced to help customers find what they need, whenever they need it. 

“When customers want to speak with a Nationwide employee, we will be there, but we also know that there are just as many times when customers want a self-service option to find information on their own,” Shore said. 

To provide customers with on-demand answers and solutions, Nationwide has created self-service and digital enhancements for members to easily manage policies and accounts, claims filed, billing and share feedback.  

Insurance customers also can now receive text updates with a claims tracker link that provides self-service options to share claims information. Nationwide has also expanded the use of claims digital payments. This ensures customers are paid faster while expediting the settlement process.   

While many enhancements are leading to external awards, Shore said the most important recognition is coming from customers who appreciate the enhancements and whose feedback we use to continue to improve.  

“The convenience is fantastic,” a Nationwide personal lines customer from Virginia recently told the company about its digital services upgrades. “I can get all the information I need right online and even on the app. Anytime I need to make a change it has always been easy and simple to do.” 

“Great company,” said another customer. “They (Nationwide) have a great selection of all insurance and investment services. So far, they have done a great job with my annuities.” 

To learn more about available Nationwide products and services, visit Nationwide.com.