Zurich slashes claim waiting times with new WhatsApp feature

Zurich has reduced waiting times for customers making contents insurance claims through the use of a new WhatsApp messaging feature.

A statement released today (24 October 2023) said the tool allows customers to share information instantly with images taken and stored on their mobile devices.

The insurer can also detect if a caller has WhatsApp before sending a message with the option to communicate via the app, eliminating the need to wait for a call handler to answer.

As a result, average claim response times have been reduced to 13 minutes for customers making contents insurance claims through the new tool.

The firm also plans to expand the service to other lines in the future.

Hello Zurich

Meanwhile, Zurich also revealed that it had seen a five-fold rise in the number of customers using Hello Zurich, the insurer’s new video messaging service.

The tool allows claims handlers to do a video call with claimants, which the firm said had got rid of long email exchanges.

Mike Essam, head of express claims at Zurich UK, said that the feedback the insurer was getting from both this and the WhatsApp tool showed that ”many of our customers like the convenience and ease of instant messaging or a video call”.

“They can move their claim forward when they’re out and about, which means more claims are settled swiftly,” he added.

“Since the pandemic people have become much more familiar with video messaging technology and it is allowing us to build a better rapport with our customers, more accurately assess damage and settle claims more quickly and easily.

”We’re really excited to see the reaction from customers as we roll out these tools more widely, continuing the digital transformation of our claims service.”