Allianz has introduced a video streaming platform that allows customers to send multimedia content or conduct live video chat with the company to support their insurance claims.
The insurer has partnered with digital products and services provider 360Globalnet in developing Allianz Site View, a platform that enables both personal and commercial property customers to instantly share information about their claims.
When customers notify a claim, they receive an Allianz Site View link via SMS or email. They can then choose to upload images, documents, video clips or start a live video feed.
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Ibi Moghraby, head of claims strategy and customer experience at Allianz Insurance, said that the company is “continuously looking” for new ways to improve its claims proposition and make things easier for 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,” Moghraby said.
During the trial phase, the speed of the new platform enabled Allianz to settle a number of claims more quickly, resulting in a high net promoter score.
“Since launching the platform, we’ve experienced high levels of customer engagement and satisfaction which is fantastic,” Moghraby said. “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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