In a world of continuous technological evolution, digitization plays a crucial role in transforming the insurance industry, providing customers with a more efficient, personalized, and secure experience. In addition, digitization is essential in reducing a company's carbon footprint through operational efficiency and reduced resource consumption.
This is one of the main reasons why UNIQA constantly invests in the integration of digital solutions aimed at improving the experience of customers in Romania and creating sustainable opportunities for a better life as part of the actions carried out to fulfill the firm commitment that the company has towards protecting the environment. Let´s have a look how the customer experience has improved since UNIQA Romania implemented ANA – digital consultant.
The ANA digital consultant has been a sustainable, safe, and fast option for customers, with results beyond expectations. UNIQA Romania implemented this solution in 2019 to simplify the claims notification and settlement processes. So far, it has recorded 174,000 user sessions and approximately 64,000 approved claim files.
The number of user sessions registered by ANA increased from year to year so that, after 18,000 in the first half of 2019, the number rose to over 40,000 in the following years.
Thus 2020, there were 42,000 user sessions; in 2021, 48,000 and last year, customers accessed ANA digital consultant 43,000 times. And in 2023, the figures indicate an increase: in the first six months, ANA's activity totaled 23,000 user sessions.
Four years after implementation, most claims notifications are done digitally through ANA. Thus, if, in 2019 only 5-10 percent of the total notifications went through the digital channel and the rest through the traditional one (Call Center), the situation has reversed so that, currently, 85% - 90% of the claims are digitally notified.
The ANA digital consultant is available online 24/7, without installing applications, being an integrated system that quickly helps customers notify the claim and offer compensation. In the claims approval process alone, thanks to the simplified procedures made available by UNIQA through ANA, customers save approximately 20 minutes per claim file, which translates into 1.28 million minutes saved over four years, 2.43 years.
Moreover, the classic process can take much longer for CASCO insurance, according to the standard procedures found in the insurance market. However, through ANA, customers reduce the time for approval and acceptance of the compensation offer from several weeks to just one to two days.
As the insurance industry continues to evolve, going digital has become more than an option. It's imperative to deliver the highest standards of customer experience. At UNIQA, we strongly believe that it is essential to integrate the latest technology solutions to meet the ever-changing needs of our customers and create opportunities for a better life.
New functionalities have been added to the digital consultant ANA, in addition to claims notification and settlement, to meet as many customer needs as possible. Thus, through ANA, clients can consult the status of the claim file in real-time and purchase travel insurance online. They also have the opportunity to provide feedback about their digital experience. Moreover, the digital consultant also took over the risk inspection activity for CASCO insurance starting in June 2023.
Currently, the risk inspection can take place 100% digitally, in just a few minutes, without paper consumption, and without additional trips, thus avoiding the risk of a road accident and saving time and fuel.
Time saved: if customers opt for the digital version, they no longer have to schedule a meeting with the UNIQA representative to conduct the risk inspection
Simplicity: the digital consultant ANA guides customers through a few simple steps to complete the details necessary for the risk inspection of the insured car
Speed: customers can make the risk inspection in a few minutes, anytime and from anywhere, using their smartphone, and the confirmation is sent in no more than two working days
Fast settlement of claims: customers receive compensation quicker, as the UNIQA claims team has instant access to the digital risk inspection
Quick risk inspection renewal: customers can also instantly renew the digital risk inspection if they opt for receiving the compensation through ANA, in case of a claim, or upon reinstatement of the policy if payment of the insurance premium has been suspended
Corporate clients with CASCO insurance for fleets at UNIQA also have access to digital risk inspection with the help of the "fleet management" module, which means optimizing administrative operations for their business.
More than 80% of customers who notify a CASCO or home insurance claim choose to go through this process with the help of the ANA digital consultant. More than 70% of UNIQA customers found out about the status of processing their claims via ANA.
In this context, ANA user feedback is positive, so the customer satisfaction score for the claims area through the ANA digital consultant is 4.75 out of 5.
In the future, ANA will continuously improve due to customer feedback and development according to market requirements and the dynamics of insurance products.
