Humanized Assistance for Catastrophe - Rio Grande do Sul Qorus-NTT DATA Innovation in Insurance Awards 2025

Zurich Insurance launched an innovative service model for total loss claims, aiming to reduce bureaucracy, accelerate indemnification processes, and provide a more humanized experience for customers. This innovation was especially vital during the catastrophe in Rio Grande do Sul, where customers faced not only the loss of their vehicles but also additional challenges.

The initiative promoted the digitization and simplification of document submission, as well as establishing a proactive and real-time communication channel. Policyholders can now monitor the status of their claims through an interactive portal, eliminating the need to contact call centers. As a result, the average settlement time for claims was reduced by 50%, ensuring agile and efficient support during moments of vulnerability.

Innovative Differentiators:

Digitization and simplification of the process: Reduction in the number of required documents and acceptance of digital signatures.

Proactive communication: Real-time automatic updates on each step of the process for customers.

Humanized service: Active follow-up by specialists, offering personalized support in crisis situations.

Use of new technologies: Drones and satellite images were used for claims adjustment in affected areas.

Results and Impact:

50% reduction in total loss claim settlement time.

Increase of 43 percentage points in the TNPS (Net Promoter Score).

Significant decrease in calls to call centers.

National implementation planned for 2025, expanding the benefits to the entire customer base.

This project represents a high-impact incremental innovation, modernizing processes and ensuring agile and empathetic service. The initiative reinforces the insurer's commitment to customer experience and operational efficiency, positioning it as a reference in humanized service and innovative solutions in the global insurance market.