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Today’s travelers are tech-savvy. They check-in online and use their smartphones to scan their ticket barcode at the airport. If something goes wrong during their travels, they want to be able to contact their insurer and make a claim online.
Generali Global Assistance’s travel insurance division has created a new eClaims Portal to meet these modern demands. The portal has been launched for its partner Justfly, an airline ticket aggregator website. Justfly customers insured with Generali Global Assistance are able to download their description of coverage or policy, start a new claim, add information to an existing claim, and track the status of their claims online through the portal.
“This new eClaims Portal is all part of our desire to put more control into the hands of the insureds. We want to enable them to interact with us in more ways than by telephone or email,” said James Sion, chief operating officer at Generali Global Assistance. “The two questions we’re constantly asking ourselves are: How do we make ourselves more accessible to our insureds? How do we improve customer satisfaction and make their experience as efficient and interactive as possible? This new eClaims Portal is one of the many steps we’re taking to address those challenges.”
Generali’s eClaims Portal gives customers a quick and easy way to submit claims, and 24/7 access to their claims record from any device with an internet browser. It was soft launched in March and has received high interest and positive feedback. After a few weeks, over one third of claims submitted by Justfly customers were submitted via the eClaims portal. That percentage continues to rise, and the insurer anticipates it won’t be long until the majority of claims come electronically.
“The travel insurance industry has made extensive investment into eClaims solutions and you should expect to see a lot more of it happening over the next few years,” commented Brad Rutta, chief digital transformation officer at Generali Global Assistance. “The digitalization of claims processing is a critical area for us because it makes the process easier for the end-customer and it provides complete transparency of where claims are at.
“Our partnership with Justfly is just the start of our eClaims journey. We’ve seen great customer satisfaction scores off it and we know Justfly customers are happy with the experience. It has been a smashing success and we’re looking forward to expanding the solution to all of our major clients by the end of the year.”
