Being accessible, being human and being thought leaders: How a 150-year-old insurance company “shows up” for its customers during a crisis

In our quest to help the SAMA community navigate these strange, unpredictable times, we are reaching out to the wisest, most experienced SAM practitioners we know. And when it comes to predicting and mitigating against risk, we thought, “Who better than the Executive Vice President and Head of Customer Management for Zurich Commercial Insurance, Ron Davis?” In addition to those lofty titles, Ron is also a long-time member of the SAMA community and of the SAMA Board of Directors. He spoke spoke recently with SAMA’s General Manager of Strategy and Marketing, Harvey Dunham, to outline how Zurich is responding to the ongoing coronavirus pandemic.

Harvey Dunham:  My name is Harvey Dunham, and I’m the General Manager of Strategy and Marketing at SAMA. And one of the things we’ve been worried about at this time is:  what do SAMs do when they’re facing customers that are at risk? And so as we thought about who could really help us unpack this issue and give us a view into how do you help customers cope through this, we thought of one of our  long-term Board  members, Ron Davis, who’s the global head of customer management at Zurich insurance. 

Ron Davis: Well, look, Harvey, thanks very much for the intro.  I’ve been involved with SAMA for many, many years, and I’ve been on the Board for many years, and I’m really committed to what SAMA stands for and does.  So I’m really pleased to be speaking with you today and being able to share some views on some of the things that we’re contending with and what I see other businesses contending with, and what does it mean for strategic account managers in their roles? 

HD: So let me jump right in. There’s a lot of things going on within Zurich, and you’re literally in the risk business. So how is Zurich showing up for your customers at this moment in time, given all the changes that have happened in the last…Two weeks, let’s say? 

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