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From ‘Project Zero’ to Hero

By launching the customer-orientation initiative ‘Project Zero’, Winner substantially reduced the number of pending claims and became the leading insurance company in Macedonia.

Winner – Vienna Insurance Group started operations in Macedonia in 2009. Back then, the Macedonian market was characterised by standardised products, such as third-party liability car insurances, which left little room for differentiation.

The best way to become the right choice for clients was to offer superior service, especially in the most compelling area – the settlement of claims.
That is why Winner launched ‘Project Zero’: to reduce the number of pending claims to a minimum, improve efficiency in claims handling and settle claims in the shortest possible time.

The results were impressive. Calls regarding claims were reduced to a minimum, client praises regarding operations in Winner Insurance department increased, and the written premium grew consistently.

With this Project, Winner – Vienna Insurance Group gained prestige in the market, offering their clients an impeccable service experience. Winner became an undisputed leader in the settlement and payment of claims, which immediately resulted in an increase of new clients. In 2013, Winner officially became the leading insurance company in Macedonia with the largest market share.
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