Day and Night Auto Assistance Request in the Business Portal Qorus-NTT DATA Innovation in Insurance Awards 2026

Concept and objectives: We integrated, within the Business Portal, a self‑service journey to request automotive assistance day and night (24/7). The goal is to centralize the experience in the broker’s digital hub, eliminating system/phone switching and increasing agility, autonomy, and transparency.

Reasons: Previously, the request was made only by phone (or through other channels outside the Portal), interrupting the broker’s workflow and generating slowness, lower productivity, and a fragmented experience, impacting operational efficiency and the perception of modernity.

Competition situation: The project creates a differentiated position by bringing assistance into the main broker management channel, reinforcing the Portal as the single relationship hub, which increases competitiveness in a market still marked by phone‑based and poorly integrated processes.

Sources of inspiration: The strategy of centralization, self‑service, and journey fluidity — while keeping human assistance integrated when needed — and the connection with secondary journeys (such as claims) were key elements in designing the experience.

Departments involved: BARE Auto team, Digital/Business Portal cell, and internal partner areas (product, claims, operations, and technology), as well as the partner Europ Assistance for service and provider dispatch.

Key results so far:
• Growth in the volume of online assistance and adoption of the digital channel;
• Reduction in phone calls with impact on costs;
• Improvement of broker and customer NPS;
• Increased use of the Portal for this functionality.