Proactive Claims Management for customers into Digital Channel Qorus Innovation in Insurance Awards 2016 - Winner

Zurich presents proactive claims management for customers by digital channel that, through APP "Zurich Seguros" and its digital customer area "Mi Zurich", allows our customers: - Proactive claims status communications: Receiving proactive notifications and real-time information about the management and resolution of their claims. - Claims Status Info: Consulting detailed information about progress and status of each step into claim resolution flow. - Claims Aperture: Transactional and self-service functionality for customers claims aperture, in a simple and intuitive way, with real time repairer assignation, multimedia and documents attachment, damage description, etc. in order to provide customers a better claims reporting experience. - Claims Report: A new visual and intuitive way to describe damages and circumstances (sketch with predesigned elements, etc.), easing the management of the incident. - A single environment for customer with every claim functionality and possible interaction: repair scheduling management, assistance, contacts, reporting, status. Reasons behind: Make easier, faster, intuitive, and not dependent on time and place the customer claims interaction with Zurich Seguros, aligned with their new digital lifestyle. State of competition: Most of the Insurance spanish market is only covering claims notification for customers through apps in an asynchronous way, and only for basic types of claim report, never self-service functionality. There’re some companies that covers some isolated functionality, but any covers a unified customer experience of self-service claims management. Inspiration: Interviews and surveys with customers, Analytics, TNPS, Internal Innovation Programs with employees & intermediates. Departments :Digital, Claims, Business, Operations, Customer, Value Proposition, Project Management, IT, Marketing, Legal. Main results: More than 27.000 customer claim-status views in first three months. More than 250.000 customer claim interactions during 2016.