Insurance firm launches live video streaming platform to help customer claims

10th Apr 2017

Insurance firm Allianz has launched a new video streaming platform, in an effort to improve claims department customer service.

The firm has developed Allianz Site View to allow both Personal and Commercial property customers to instantly share information about their claims.

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.” 

The company say that during the scheme’s pilot, the speed of the technology enabled them to settle a number of claims more quickly and the new service resulted in a high Net Promoter Score.

According to The Institute of Customer Service’s UK Customer Satisfaction Index Insurance report released in January, the sector has a CSI score of 79.4, 1.6 points above the UK average. 

The sector’s score is at the same level as July 2016 but 0.7 points higher than in January 2016. Customer experiences associated with home insurance and motor insurance scored higher than the sector’s average, 79.9 and 79.6 respectively.

The launch of this service by Allianz is in line with The Institute’s recommendation that firms develop the ability to offer both fast, efficient and empathetic expert service and to move seamlessly between each type of experience.

“Since launching the platform we’ve experienced high levels of customer engagement and satisfaction, which is fantastic,” Moghraby continued. “Over the course of the year we’ll be looking at other ways we can exploit this technology to help our customers.”

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