Domestic & General is an extended warranty expert company that has been established since 1950. They operate in 11 countries and have 16.4 million customers world-wide. The organisation originally focused on insurance coverage for sheep and cattle transportation, and now it focuses on coverage of domestic appliances such as kitchen, laundry and entertainment.
In 2015, Domestic & General has been recognised as an ABA100 Winner for Service Excellence in The Australian Business Awards.
In 2014 the company welcomed a new CEO, Dr Alex Lebak, who introduced the “Expect More” program. The program focuses on better customer relations and confidence, increased distribution and technological changes.
DGA has introduced new payment options, offering services through more channels, repair guarantee, price guarantee plus a whole range of refurbishments made to their services. Per year they have 185,000 conversations with customers, with the company managing 59,000 repairs and replacement claims. The feedback that DGA has received from customers regarding their technicians, Customer Service Officers and repair satisfaction has been a 90%+ average.