Swiss Ombudsman for Insurance

1
Swiss Ombudsman for Insurance

• Schemes Quality Review
• Lili Nabholz-Haidegger Ombudsman
• Dublin 26 June 2009

2
Who are we?

• Swiss Ombudsman Foundation for Private Insurance
  and Public Accident Insurance
• Dr. Lili Nabholz-Haidegger
• Ombudsman

3
Structure
4
What do we do?

• Our philosophy
• Our approach
• In practice

5
Our philosophy serve our clients

• Quality starts with understanding the needs of
  our customers
• Key objective provide services that both policy
  beneficiaries and insurers would view as
• Responsive
• Efficient
• Fair
• A must on-going improvement

6
Our approachbest service practices

• Needs and expectations of our clients are
  paramount
• Processes centered on service
• Our tools
• Culture
• Communication
• Commitment
• Open and flexible within our mandate

7
Infrastructure

• All processes are documented electronically
• Statistics and indices
• Information search and storage
• Online help and referencing
• Contract management
• Case management
• Data-based office management

8
Real life

• Periodic reviews
• Input and output
• Performance
• Deadline management
• Success and failure
• Staffs training needs
• Possible improvements

9
What this means

• Foster corporate culture and commitment to agreed
  rules
• Office policies
• Process and authority management
• Documentation procedures
• Staff autonomy and accountability

10
Summing up

• We aim at best service practices
• Responsive
• Efficient
• Fair
• We rely on skills and commitment of our staff
• We want efficient systems
• We want effective processes
• We share our experiences with others