Online platform brings the airline, hotel, and best of online retail customer experience to insurance customers.
Looks like this is the tip of the iceberg for Allianz when it comes to exploiting the full potential of digital transformation .
"“Since launching the platform we’ve experienced high levels of customer engagement and satisfaction which is fantastic. Over the course of the year we’ll be looking at other ways we can exploit this technology to help our customers.”
Ibi Moghraby Head Claims Strategy and Customer UX Allianz Insurance April 2017
Allianz are a shining example of starting with the customer, working backwards from their best and future interests and then designing and deploying online platforms. Not the other way round.
In today's world of connected customers, houses, pets, cars and homes the insurer that embraces a strategy to connect to all is likely to be the competitive leader for a long time. See related article "Insurers won't be disrupted"
When a customer notifies a claim, an Allianz Site View link can be sent to them via SMS or email. The customer can then choose to upload images, documents, video clips or start a live video feed, at a time which is convenient for them. During the pilot, the speed of this technology enabled Allianz to settle a number of claims more quickly and the new service resulted in a high Net Promoter Score. Ibi Moghraby, head of claims strategy & customer experience, Allianz Insurance, commented: “We’re continuously looking for new ways to improve our Claims proposition and make things easier for our customers. It’s great that we are offering another digital means of communication, and by doing so, we’ve streamlined our internal processes and significantly reduced the time it takes to settle claims.