The Home Insurance Claims Revolution, from alert to repair Qorus-NTT DATA Innovation in Insurance Awards 2025

Committed to innovation, KBC has invested heavily in fine-tuning their home insurance claims journey. The end result? A process that is fully automated (100% straight-through processing (STP)), with the aim of facilitating a zero-hassle, zero-friction, zero-delay customer experience. We help clients get a quick solution that is tailored to their needs and in an already stressful time, to ease their concerns as much as possible. This reflects our mindset of putting the client at the centre of what we do.

The claims journey has been optimised end-to-end to meet the client’s needs throughout this key period of interaction. Our solution consists of multiple modules, which together form a superior experience for the client:

1. Informing the client With our KBC Mobile app, our clients have the tools at hand to get assistance with their claim at any time of the day – whenever it suits them. This is also enabled by our digital assistant Kate, who currently handles 70% of client inquiries autonomously.

In addition to Kate’s ability to answer client’s questions, we have also built-in proactive triggers prompting contact with clients where we suspect there may a claim pending. For instance, in the event of a storm, we proactively contact clients in the affected area to ask them if they have suffered any damage, and to guide them through our digital claims process. In such cases, we tailor our messaging to ensure its relevancy, by selecting only postal codes that are known to have been heavily affected by the storm. The selection of affected individuals is conducted personally in the regions where damage has occurred. We understand that not everyone in the region will have suffered damage, but we want to send a warm signal to our customers, because KBC cares.

2. Submitting the claim The next step is to optimally assist the client through their claim submission process.

Once a client has opened a new claim file for their damage, they get the result of the process instantly: whether their claim has been accepted and information on the next steps. This process is fully automated, meaning that it is only a matter of seconds before the client has a tangible answer to their request.

In addition, Kate acts as a personal guide throughout the claims process, informing the client about next steps and alerting them when they have tasks to complete, such as adding missing documents to their file.

This also helps our tied agents and back-office workers by reducing administrative tasks, allowing them to focus on their added value. Kate’s capabilities facilitate contact with the client through our KBC Mobile app if an extra document is needed, and it can be automatically processed. This frees up time for agents and back-office workers. The digital claim process is fully transparent for both agents and back-office workers, enabling them to offer solutions if the client requests it. This unique combination of digital and human elements in our claims process, integrated into our Mobile app, ensures full transparency for both agents and back-office workers.

3. Providing a solution Our claims journey includes not only the traditional pay-out of the claim, but also the option to have repair-in-kind services. Take the example of a storm damaging the client’s roof. In such cases, the client can choose to have their roof fixed by a tradesperson from our KBC partner network. This avoids the task of having to find and wait for a tradesperson and demonstrates how we try to tailor our offer to help the clients in the way that suits them best.