Technology & Innovation Awards finalist 2020 Q&A: QBE’s e-trade proposition saves brokers time

Here we feature QBE entry into Best Insurer Extranet

QBE entered its FastFlow proposition

What key achievement did your entry highlight?

How much QBE FastFlow has developed since its launch in 2013:

• We now offer nine innovative products, including four ‘first to markets’

• Dynamic question sets and built-in decline rules to speed up the quote process

• ‘Quick Quote’ 60 second indicative quotes

And that the technology works well and is supported by brokers:

• Quote traffic growing year-on-year

• Over 4000 broker Live Chats

• 98% customer satisfaction

• 4.58 out of five net promoter score

To quote one of our broker customers, QBE FastFlow is “very fast and to the point”. A great testament to those who work on it.

Can you share data or testimonials to back up your bid to win?

We regularly survey brokers to ensure we are continuously improving our service.

They’ve told us: “FastFlow has helped our business grow and give a better service to our clients”

“Very very very helpful and thorough and professional. Can’t ask for more.”

“Easy to use and if we need assistance the team are on hand to help us.”

Brokers also rate our Live Chat service on FastFlow “Excellent,” commenting: “Very quick and useful service. Will no doubt use again in the future?”

“Really helpful. Was able to agree renewal terms to assist us in retaining this business with QBE.”

What sets your firm apart from the other shortlisted contenders?

Innovation - QBE was the first to market with four innovative e-trade products not found elsewhere. Speed – we save brokers time with dynamic questions sets and a new ‘Quick Quote’ feature which gives an indicative quote in 60 seconds. Service – we launched Live Chat on FastFlow to give brokers another way to get quick answers to questions. It has been successful.

We have so far “live chatted” with brokers over 4,000 times. Product experts - QBE coined the phrase ‘e-trade with a human touch’ because we know brokers like to deal with experienced, empowered underwriters behind the technology.

How will you celebrate if you are the victor?

FastFlow’s ongoing success as a well-used and respected e-trade platform has been achieved by many QBE people and teams working together with the purpose of giving our broker partners the fastest, easiest and most efficient way to service customers’ insurance needs.

Winning this award will be a tremendous achievement and we will share the celebration.

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