Customer excellence through AI and Digital Technology Qorus Innovation in Insurance Awards 2019

Insurancemarket.gr started in 2006 aiming to become the allies of the Greek consumer in comparing, selecting and acquiring the best financial and insurance products and services. Our vision is through state-of-the-art technologies to create the easiest way for the consumer to choose the best product for him through complete information and objective comparison of the market. Insurancemarket.gr is now the No 1 Insurance and Energy comparison and brokerage website in Greece with over 95% market share among online aggregatos, managing more than 600k quotes per year and supporting our very demanding 120,000 active customers 24/7 via physical and digital channels. Reasons behind  For a small company (90 FTE’s) managing 120k customers & 600k leads via phone is not an easy task. That’s why we emphasize in providing amazing customer experience for both insurance sales and after sales through our digital funnels and by innovating in order to speed up and simplify our processes on all customer touch points (sale, query, claim and renewal). State of competition  Currently our main competitors are • The traditional insurance brokers with small/medium/large physical presence • Other Online aggregators/online brokers + 1 a major telco offering insurance aggregation services • Insurance Agencies with online direct services Sources of inspiration “The easiest way to find what's best for you”. The more you compare the more you save. This is our moto when it comes through the sales funnel. We believe in innovation and personalization in order to achieve customer experience excellence. Our customers are the main sources of inspiration drivers. We weekly evaluate customer pains and we proceed with immediate actions. Upon those actions are completed we notify them. Departments Involved Marketing and Strategy, operations, customer service, IT and product management. • We’ve transformed our new sales funnel to accommodate 90% of our new sales via digital – without exchanging a human-written email or phone call. • 85% of renewals Insurancemarket.gr is the first real online marketplace, detailing the programs and personalized offers of the largest insurance companies. The consumer can now easily compare the market and save time and money by choosing the best solution for his needs, always having the human service and support of their specialized insurance consultants 24/7!