Allianz, in partnership with 360Globalnet, has launched a video streaming platform to allow Allianz policy holders to send images, video clips and conduct live video interactions with Allianz during times of claim. Specifically, Allianz Site View remotely analyses images and videos of small property claims, dramatically reducing the costs associated with loss adjusting and claims processing for these product lines at Allianz.
Allianz chosen technology provider in this instance is 360Globalnet, which specialises in real-time communication technology. The user experience begins when a customer notifies Allianz of a claim online, an Allianz Site View link is then sent to claimants via SMS or email. The customer can then choose to upload images, documents, video clips or initiate a live video feed with an Allianz claim rep.
Ibi Moghraby, head of claims strategy & customer experience at Allianz said: “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. 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.”
The efficiency of this model has enabled Allianz to settle claims more quickly and resulted in a higher Net Promoter Score – a clear example of an incumbent insurer successfully reaping a digital dividend through partnership with an InsurTech provider.