Never lose a customer in our digital car journey with a human touch Qorus-NTT DATA Innovation in Insurance Awards 2026

The 100% Omnichannel Pick Up (Car) initiative reimagines how customers move between digital and human channels. At its core lies a simple belief: no customer should ever feel lost when they pause or drop out of a digital journey. Instead, every step- whether taken online, over the phone, or through an intermediary - should feel like one fluid, caring conversation.

Customers increasingly start their car insurance journey digitally, yet only a small fraction complete it online. KBC wanted to transform these “unfinished moments” into warm opportunities for personalized service. The goal: instantly transfer customer provided digital data into NC, allowing advisors to continue the conversation without repeating questions, replace slow, untrackable emails after drop outs with real time leads to the right intermediary via Kate4Employees, boost both efficiency and customer satisfaction by ensuring 100% pick up of relevant simulations.

Reasons behind the project Before this initiative, drop outs triggered emails to offices - often delayed, unstructured, and impossible to monitor. This slowed down support and created friction: customers had to repeat information, and employees spent time re entering data. The project was designed to bring humanity back into digital processes by ensuring customers are proactively contacted at the moment they need help the most.

State of competition Most insurers offer either digital tools or human support. Very few bridge both worlds seamlessly. Competitors often treat channels as separate experiences, leaving responsibility with the customer to restart their story. Our solution differentiates by making the organization responsible for continuity, not the customer.

Sources of inspiration The idea was fueled by: customer feedback showing frustration with disjointed journeys, the success of previous forced dropout optimizations (W12) that proved the value of replacing emails by leads for car insurance, the ambition of The Belgian Chapter to build instant, frictionless, and human centered service model.

Main results so far Advisors can now instantly load the customer’s digital simulation into NC and complete it without re asking details o Customers who request a callback receive timely, relevant assistance, the network picks up nearly all previously unfinished digital simulations, significantly improving service responsiveness, now enable expansion to other products and journeys.