Allianz Insurance has added present position trackers to its Claims Hub, allowing brokers to get live status updates on five key aspects of motor claims. The claims journey is mapped along five stages: policy cover, liability, vehicle, third party and recovery. The digital platform pulls information from the system so that brokers can have the latest on each or all five aspects.
With one click, brokers may find out if a claim has been validated or if it requires further information; who has accepted liability and when; how the vehicle repairs are progressing from instruction to payment; whether a third-party claim has been settled, denied or redirected; and if recovery is being pursued.
Designed to allow intermediaries to self-serve the progress of their claims, the trackers display status updates which are pulled from tens of different changes in the back end system. This online capability is expected to free up claims handlers’ time so they can focus their expertise on claims requiring additional technical and emotional support.
The present position trackers are the latest upgrade to the Allianz Claims Hub. The previous one, in November, saw the addition of a live chat functionality. Through this enhancement, brokers can have an online conversation with an expert motor claims handler, arrange an engineer’s inspection or even share documents. Complementing the usual phone and email channels, the live chat has been expanded across all main lines of business.
The Allianz Claims Hub was launched in April 2020 as a digital platform allowing brokers to conveniently notify and track motor claims. The live chat and the present position trackers form part of a series of continuous enhancements aiming to deliver best-in-class claims service.
Margaret Scott, head of claims strategy and customer experience, Allianz Insurance, commented:
“Delivering an excellent claims service is central to providing a market-leading experience for our customers. We continue to leverage digital technology to simplify the claims journey for our brokers and customers, and this latest upgrade responds directly to our partners’ feedback, to deliver the quality of service our reputation relies on.”