Let’s see what the journey is about:
The functionalities of this journey are many, including:
The journey was implemented in Switzerland in November 2019 to replace the obsolete and complex claims form with an easy online solution. The application leads the customer via a simple e.g. 10-step journey through the claim notification process.
While the GDF Team was responsible for the frontend implementation were the Suisse colleagues responsible for the bff (backend for frontend) & adapter implementation. To assure that the journey is completely suitable for the clients in Switzerland, the team adapted parts of the global product to their needs.
One of the biggest differences and advantages of the Suisse version of the FNOL Home journey is that customers do not need to remember their policy number: they may move on in the process without entering it, which allows for 100% claim notification in the first place.
Only in case the search does not return any results and the client cannot be found within the Allianz Business System (ABS) with the information provided (first name, last name and birthdate), a claims clerk will process the claim manually and contact the customer for further identification information.
Again, thank you to the whole team for successfully pulling this off together, as one team.