Ecclesia Group Industries Social Economy

New service unit for direct support - at work for our customers

The motto of solidarity was not only the theme of the Future Congress “Managing the Social Economy”. The work of many Ecclesia customers is also characterized by it every day – something we want to actively support. Almost 10,000 customers of the Ecclesia Group are directly served by our employees. These are mainly smaller socio-economic and church institutions, for example institutions and associations under the umbrella of the Paritätischer Gesamtverband, Diakonie and Caritas, kindergartens, social stations, care services and parents' councils, but also individual customers from the healthcare industry. In order to be able to respond even better to the needs of these customer groups in the future, we have bundled the expertise of the group in a central unit. With customer-oriented, streamlined processes that will be even more digital in the future, additional communication channels and customized coverage concepts, we are making the topic of insurance solutions as uncomplicated and efficient as possible for our customers.

Previously, the employees who looked after these customers were organized decentrally in different departments. Now, many of the experts already responsible for these customer groups are coming together in a department that focuses exclusively on their needs. “Particularly in view of the values and self-image of the Ecclesia Group, these customers are of great importance to us,” explains Frank Schultz, head of the new department. “With the new unit, we now want to ensure that they are always given the necessary priority, also in terms of structure.” To this end, the existing expertise is being bundled and further expanded.

New avenues for communication and information

“In the customer group addressed here, volunteers are often responsible for insurance matters, among other things,” Frank Schultz knows. Ecclesia employees are aware that those responsible in this area have different information and consulting needs than people who deal with their organization's insurance coverage full-time. “We therefore want to offer new or additional channels and enable greater flexibility. Customers should be free to choose when they want to deal with their insurance coverage – even after hours,” reports Frank Schultz, but he also emphasizes: ”However, this does not mean that proven contact channels have to be dispensed with. Those who call will continue to be put through to competent and personal points of contact in the future.”

Above all, the flexibility should also be reflected in an increased digital offering. With new tools and streamlined processes, the unit aims to make the otherwise often bureaucratic topic of insurance coverage as straightforward and streamlined as possible for social economy institutions. “That's why we also rely on the use of ecconnect, our digital tool for contract and claims management. At the same time, however, we are also open to the use of new tools and methods that guarantee our customers the best possible service quality,” reports Frank Schultz.

A policy that precisely meets the needs of the social economy

The insurance solutions are also optimally aligned with the institutions of the social economy. With the direct service policy, for example, there is already a high-performance insurance product that offers customers high-quality, affordable and flexible insurance protection. The policy consists of individual product modules that can be combined in a modular fashion. Customized solutions can be selected for significant risks, such as building, inventory, business interruption, legal expenses or accident insurance, to name just a few examples. Customers benefit from optimal conditions and prices, which are continuously reviewed and updated.

And one thing is not neglected in all this: individual advice. The team of the service unit currently consists of 18 qualified insurance experts who are happy to assist customers. Whether in a personal conversation or digitally, they help to identify the optimal coverage for the individual needs of an institution and put together the best possible protection.

Home for the new training workshop

The new service unit will also be the home for the Ecclesia Group's training workshop, where a class of prospective insurance and financial investment agents will be centrally supervised for the first time this year. The young talents will learn the trade of an insurance broker in a centralized and practical way. “We also hope that the many young colleagues will bring a breath of fresh air and creative ideas to our department,” explains Frank Schultz. We will report in detail on the start of the new training year here.