Allianz Site View – Live video streaming platform for customer claims
In View Summary
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.
Allianz Site View leverages a combination of cloud based technology and a crowd sourced business model, to enhance claims management experience delivered through a customer self-service model.
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.
Benefit to Customers
Ease and convenience in claims reporting
Customer engagement and satisfaction
Quick claims settlement.
Benefit to the Insurer/Partner
Reduced claims processing time
Reduced cost through improved efficiency and staff turnaround
More responsive leading to Higher Net Promoter Score
Facilitates better monitoring and tracking while simultaneously winning customers’ trust.
The Digital Insurer's View
Through this real-time claims platform, Allianz is embracing an on-demand model that combines policy underwriting, claims submittal, and settlement, which ultimately increases customer retention while lowering the cost of claims operations.
Although some bemoan the increasing absence of human interaction during times of an insurance claim, there is little doubt that automation will continue to permeate the insurance value chain. From distribution by chatbot, to claim submittal via services such as Allianz Site Serve. Ultimately, the ability to submit and review a claim remotely is an impressive, but incomplete solution to an insurer’s claims burden. Specifically, the addition of fraud detection software would achieve the claim process nirvana currently being sought by insurers globally.
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