Santander Allianz Claims Platform Qorus Innovation in Insurance Awards 2024

Easy. That is how the insurance claim process should be described, regardless of line of business or distribution channels.

As Santander Allianz, a bancassurance joint venture, we look closely at what our customers need and what will be most efficient and easy. We use simple forms, ask only what is necessary and create accessible applications that can be used by all - from either desktop or mobile and also by accesibility tools such as screen readers.

Santander Bank customers in Poland happily and broadly use electronic banking, also while buying our insurance products, therefore we did not want to create a separate insurance portal but instead we integrated our systems and processes with Santander's solutions. Customers that bought a policy in Santander can effortlessly process claims simply by entering Santander Allianz Claims Platform - either by simple identity verification (code sent by text or e-mail) or by recently introduced 'click-through' directly from Santander's electronic banking (without additional logins!).

Our goal is to provide an easy and accessible claims platform for our customers in those moments when they need to be supported the most.

Key features of our innovation include:

A single Platform where the customer can find all the necessary information about how to make a claim.

Access to the Platform is possible from Santander internet / Santander mobile electronic banking or via a friendly and quick verification of the customer's identity with a one-time code sent to an SMS or e-mail address, without the need to attach a scan of an ID card.

When filling out the claim, we only ask the questions we need to verify the legitimacy of the event. The rest of the information is extracted from systems – the customer does not even have to remember the policy number. Fast, simple and clear!

Convenient claim submission from any device with Internet access, the ability to take photos of documentation on the phone during the process.

We designed the Platform with accesibility in mind - to support all our customers - free navigation with a keyboard or mouse and support for screen readers.

For selected claims, the processing is automated – a large proportion of our clients reporting the incident receive a decision on the same day – even in a few minutes!

We take care of the customer not only when buying insurance, but especially in difficult moments when they need our support - the voice of the customer and their satisfaction are the most important for us.

How the project was extended since launch? Platform for Santander Allanz Life is available for events such as: hospitalisation (since 01/2023 - from first launch of Platform) and health damages (such as fractures, burns and sprains) - since 12/2023. For Santander Allianz GI Platform is available for Home insurance: flooding events (since 06/2023), breakages (since 12/2023) as well as other loss events, such as strong winds (since 01/2024). Currently close to 80% of yearly filed claims are available on the Platform.