Business Awards 2020

25 APAC / Business Awards 2020 , Established in 2014, Lifestyle Cover NZ is an insurance broker committed to putting the needs of its clients first as they find and create solutions for their unique situations. Lifestyle Cover’s process involves comparing the whole market for their clients, covering life, trauma, mortgage and income protection as well as private medical insurance cover, to help them find the best deal for them. The firm also advises and assists with KiwiSaver in order to help clients to plan for the future and maximise their retirement, as well as their house, contents and car insurance. “Our company mission is to make insurance as easy to understand as possible and deliver to your door the right cover at the right price”, says Nicole Skewes, Company Director. By clarifying insurance, ACC and KiwiSaver schemes, translating complex jargon and policy terms, and keeping communication simple, Lifestyle Cover allows its clients to feel protected and comfortable. While Lifestyle Cover has evolved in many ways, its core values and mission remain consistent: “we place the client first, give honest advice and educate them, which I believe is paramount so they can make an informed decision”, says Nicole. As a firm of advisors, customer service is integral to the infrastructure of Lifestyle Cover, and the firm has been built with this in mind. The administrative team is split into three departments so that all client enquiries can be managed within 24-48 hours, depending on the request and its urgency. Client Maintenance handles all day-to- day elements of insurance brokerage, dealing with address updates, bank account number changes, and general alterations. The Existing Business and Client Manger manages all claim requests and ensures all of Lifestyle Cover’s clients are happy with their service. This includes making anniversary calls to each of their clients. Best Bespoke Insurance Solutions Provider - Auckland Lifestyle Cover NZ is an insurance broker specialising in client-centric solutions for Personal Risk Insurance. Offering unlimited and unbiased service, Lifestyle Cover’s advice is tailored to the needs and budgets of clients, ensuring they receive the best possible protection for their lifestyles, families and future. We spoke to Company Director, Nicole Skewes, to find out more. Lifestyle Cover NZ Ltd Contact: Nicole Skewes Company: Lifestyle Cover NZ Ltd Web Address: www.lifestylecover.co.nz The newest department is the New Business Team, which is charged with following up initial encounters with clients to make sure they are satisfied with their experience and all services they require have been completed. This department also sends out Lifestyle Cover’s famous Client Dashboard, a personalised document that makes the firm’s comprehensive services even more accessible for clients. Nicole ensures efficiency and effectivity across all three departments by putting in place timeframes based on the type of enquiry, and emails are sent out to maintain communication channels with clients and ensure all completion of work is confirmed. Professionalism is second only to positivity in the firm’s culture and as such, Nicole maintains a supportive, collaborative environment that ensures the team and their clients are always happy and satisfied. Lifestyle Cover is leading the way in the New Zealand insurance sector with their devotion to delivering excellence in customer service. “In New Zealand, I truly feel we have a huge opportunity to offer sound, honest advice in a way that is very easy to understand and then obtain,” says Nicole. “This is on the basis that great education has first occurred.” By improving customer service in the same way, Nicole believes that the industry could see great benefits, just like Lifestyle Cover has already done. “In doing so you are far more likely to get repeat business and referrals, so we set very high standards so that we can stand out.” Whilst the impacts of the Covid-19 have been felt around the world, Lifestyle Cover has benefited from their forward-thinking approach to digitising most of their systems prior to the pandemic. In particular, the firm’s video conferencing capabilities meant that the transition to remote working not only suffered minimal disruption, but also opened up new avenues for the company’s development. Even though they may only have one branch in Auckland, the Lifestyle Cover team is now able to help clients all across New Zealand. The firm’s digital expansion is setting an exciting precedent for the business’ growth as whole. Currently on the search for two new advisors to join the team, Nicole is also exploring the possibility of franchising the business so as to expand into more cities physically. In the meantime, Lifestyle Cover is focussed on achieving high standards of service for their new and existing customers, beginning with the rollout of their online Dashboard system in the coming weeks and months. This exciting launch marks the next step of Lifestyle Cover’s foray into technological advancement and business development. Nov20038