Auto Claims Opening via WhatsApp Qorus-NTT DATA Innovation in Insurance Awards 2025
BrazilCategory
Re-imagining the Customer ExperienceKeyword
Customer experience, Customer service, Insurance, Digital channels & Omnichannels, Car & Mobility insurance, Claims management, AccessibilityBusiness Line
Motor insuranceDistribution Channel
Online / Direct
Innovation presentation
The Auto Claims Opening via WhatsApp project by Bradesco Seguros aims to enhance customer experience by utilizing WhatsApp, a widely used communication platform in Brazil. With 93.4% of smartphone users in Brazil using WhatsApp, this channel was chosen to provide a more accessible, quick, and convenient way for customers to manage their auto insurance claims.
The project was developed to address the need for a more efficient and user-friendly claims process. By integrating WhatsApp, customers can open claims, track their status, and upload documents without the need to switch to other channels. This automation reduces the time required for processing claims and decreases the workload on call centers, allowing staff to focus on more complex issues.
The innovation is incremental, offering continuous improvements to existing products and services. It enhances specific features, increases efficiency, reduces costs, improves quality, and enhances user experience. The project involved multiple departments, including Digital Channels, IT, and Customer Relationship, and has shown significant results in reducing call center activations and improving customer satisfaction.
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