Newspaper article Sunshine Coast Daily (Maroochydore, Australia)

'Complaints Hurt': Youi CEO; the Sunshine Coast Insurance Giant Provides an In-Depth Look Inside the Company's Headquarters

Newspaper article Sunshine Coast Daily (Maroochydore, Australia)

'Complaints Hurt': Youi CEO; the Sunshine Coast Insurance Giant Provides an In-Depth Look Inside the Company's Headquarters

Article excerpt

KATHY

SUNDSTROM

kathy.sundstrom@scnews.com.au

YOUI insurance has given a no-holds-barred tour of its global Sunshine Coast head office in a bid to address concerns about the company's ethics and corporate culture.

CEO Danie Matthee also highlighted the lengths the company was going to, to restore its proud reputation after pleading guilty to 15 charges of misleading customers in New Zealand.

Mr Matthee said Youi admitted sales staff had made mistakes, but explained these had been isolated incidents had been dealt with quickly.

The company has grown from a small office in Maroochydore employing 30 people to one of the Sunshine Coast's largest employers, with more than 970 staff eight years later.

It is on a trajectory for more growth with a new office in Sippy Downs expected to employ 1600 people when it is opens at the beginning of 2018.

In the last financial year alone, Youi made a staggering $110 million contribution to the local economy through its employment offerings, rent and other contributions.

The business, which has become the fourth-largest motor insurer in Australia and has more than 650,000 customers, is the fastest-growing insurance company in the country.

Despite its phenomenal success, it was clear a handful of newspaper reports and the concerns in New Zealand were something the company took personally.

"It's painful personally and it damages staff morale," Mr Matthee said.

"We employ almost 1000 people and we have great staff here. We act prudently to give a great product and awesome service to our customers. As much as 97% of our claims are settled."

In the past 12 months, the company has made significant changes to ensure the problems were dealt with. "So when you look at the big picture, we are not perfect," Mr Matthee said.

"We will make mistakes, yes, but what is important is we learn from them and get stronger. We have made changes to the sales process and have remodelled our training. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.