Press Release

QBE awarded for customer-focused learning program

QBE Insurance and consulting group Be Learning have been awarded 'Best Learning Organisation' at the 2017 AITD Excellence Awards.

The Australian Institute of Training and Development (AITD) is a not-for-profit association that fosters individual and organisational learning for its members across Australia, and celebrates best practice at their annual National Training Excellence Awards.

The award recognises QBE’s CARE Program (Customers Are Really Everything), which was developed in conjunction with Be Learning and rolled out to 800 customer-facing staff from the beginning of the year.

The program incorporates face-to-face programs, ongoing support and on-the-job embedded activities for staff. It aims to build the capability, confidence and people skills for staff and leaders, and is part of a wider, customer-led transformation journey that is taking place across the business.

QBE Australia and New Zealand Operations (ANZO) Chief HR Officer, Sally Kincaid, said the CARE Program helps bring people, customers and operational excellence together to enable better customer outcomes.

"The program raises the bar on delivering exceptional customer experiences, and improves consistency of experience when we make contact with customers," Ms Kincaid said.

"The program helps our people to develop resilience, think on their feet, problem solve and ensure we place the customer at the heart of everything we do."

Following the success of the initial rollout, the Property and Motor Claims teams in New Zealand will begin the CARE Program before the end of the year, with the Australian Claims teams to follow in 2018.

The program’s success has also prompted other areas of the business to approach the CARE Program team with interest to implement similar programs.

For further information please contact:
Erica Tarlington
External Communications Specialist - QBE Corporate Communications
Phone: +61 466 028 302