Revolutionary Online Claims Reporting Process Qorus Innovation in Insurance Awards 2018

Baloise is revolutionising the online claims reporting process in the Swiss insurance market. For the first time, customers can now report claims by smartphone, tablet or computer – no matter where they are. An online chat function verifies the identity of the customer and obtains the necessary details of the loss and how it happened. Customer can choose whether to use the voice function, type in the information, or scan and upload it using the camera on their phone. Depending on what the customers tells us, the system recognises the type of claim and automatically adapts the questions asked during the claims notification process. Moreover, customers can choose whether to enter the location manually or allow the system to capture it automatically using the GPS location finder. Due to the connected primary systems the system automatically retrieves additional information about the policyholder, such as policy number and address, from its database. The claim will then be automatically redirected the concerned claims-team and the respective claims handler. An interdisciplinary team of 7 Co-workers developed this innovative claims notification process within 3 months.