Moje NN Qorus Innovation in Insurance Awards 2022

Moje NN (My NN) is a customer portal bringing all Nationale-Nederlanden customer's products into one place. It is not yet another 360 view platform that offers customer self-service in no time and in any place. It allows to have a look at the world of insurance from a different angle, fostering new thinking on how one's protected and creating new sales opportunities. We transform the traditional policy-customer relation and put the customer right in the middle of what is important from his or hers perspective. We name it a transition from a policy-centric to a customer-centric thinking. In Moje NN we propose a completely new layout of the portal homepage. We break up with a traditional perception of the customer by the insurer. Instead of focusing on the policies the customer has, we’re trying to look at the insurance with the customer’s eyes. Cosmos – this is what we call the concept we introduced. The starting point is the customer himself. Around him, like planets, are orbiting the elements that are important in his life. Close ones are right next to him. These are people who the customer takes a special care of – relatives and loved ones. They are well secured by being designated by the customer as beneficiaries or insured. Further there is a ring of protection. It represents life, health and property insurance. The elements that are orbiting around the ring are not polices or products but aspects that are building blocks for a secure world. They are death, diseases, hospital treatment, detriments, disabilities, etc. They are categories that reflect what is important for the customer, not for the insurer. And the insurance events covered by the policies are grouped under these categories. At the farthest orbit spins everything that constitutes a financial security. These are pension and investment-related aspects that build a solid ground for a peaceful future. We catered also for a need to stay in touch with the customer by providing a place for conveying important messages. This is shaped in a more conversational form known from social medias or messaging apps. We call it Communication Wall. It is an entry point for every micromoment that gives reason to visit the portal and engage more. It provides updates on claim statuses, payment info, etc. The most important part is giving the impression that there is a person talking to the customer and not just the insurer providing some general information.