Caixa Seguradora receives award for ombudsman project.
The case study "Simplifying is the answer," about simplifying responses to customers, was chosen as one of the best in the country by the Brazilian Association of Business-Customer Relations (Abrarec) during the 6th edition of the Ouvidorias Brasil Award.
247 - Last year, Caixa Seguradora invested in a project to simplify responses to customers and trained the entire team to serve consumers with simpler, more engaging, and collaborative language.
As a result, the "Simplifying is the Answer" case was chosen as one of the best in the country by the Brazilian Association of Business-Client Relations (Abrarec) during the 6th edition of the Ouvidorias Brasil Award.
"This was an important achievement for Caixa Seguradora," comments Ombudsman Kédina Rodrigues. "It is an honor to be recognized by Abrarec for an initiative that truly puts our client at the center of our operations," she adds.
The "Simplifying is the Answer" project arose from the clients' own need for simpler and more efficient communication with the insurance company. From there, the Ombudsman's Office devised a series of workshops for internal teams and partner offices to understand the importance of objective and empathetic language. Customer service representatives also received a practical guide with instructions on how to craft an appropriate, simple response that resonates with clients' realities.
"The results of our work are noticeable. Clients are much closer and understand our language, even when we have to explain something more technical. We've eliminated 'insurance jargon'. This brings confidence to our clients and the freedom for them to contact us when something isn't clear," concludes Kédina.
The award is an initiative of the Abrarec Ombudsman Committee, supported by institutions such as CNSeg, the Central Bank, and Febraban, among others. The award highlights for the market cases with significant evolutions and improvements in the activities of Ombudsman offices throughout Brazil.