Technology & Innovation Awards finalist 2020 Q&A: Zurich’s claims system significantly reduces settlement time

Here we feature Zurich’s entry into Best Use of Technology for Customer Experience Claims (General)

Zurich entered its Easy Claims system

What key achievement did your entry highlight?

Correctly and efficiently directing a claim at notification stage ensures the customer’s claim is on the right track from the start, which reduces the time it takes for claim to be settled. It gave our customers the choice to proceed with their claim in a remote and safe environment without the need for any physical interaction.

Through Easy Claim – a number of claims have been settled on the same day as they were notified. We were also able to quickly identify claims from key workers to ensure that they were kept mobile during the pandemic.

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

•Several claims have been settled in under two days.

•First total loss claim settled within 24 hours of notification during lockdown

•Reduction in the need for hire vehicles to be provided for third parties.

•A standout claim involved a key worker being identified. Images of the damaged vehicle were supplied via use of the Easy Claim system, the motor engineer was able to ensure that the required parts were able to be ordered prior to the vehicle arriving at the bodyshop. The vehicle was then repaired and returned to the customer within a week.

What sets your firm apart from the other shortlisted contenders?

Zurich’s vision and strategy is all about customer obsession - protecting our customers at their moment of need, making it simple and exploiting innovation to improve customer experience. This is underpinned by our ethos of doing the right thing for our customers and by making interactions personal, effortless, clear and collaborative. Resulting in paying 99% of claims.

How will you celebrate if you are the victor?

Loudly and collaboratively as this is very much a team effort - although a key indicator of success is receiving the excellent feedback from our customers and improving their experience when they need us the most.

Read more…Hospitality and leisure sector should expect surge in EL claims 

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