What a world we live in. It’s almost impossible to get lost in a new city thanks to GPS. In only a couple of clicks, you can order groceries, movie tickets, vacations, and more through the never-ending stream of new applications. Everything is possible with only a few taps of our fingers, including filing a motor claim. Let’s take a minute to really appreciate this. On the unfortunate day of a car accident, all you need to do is pull out this little piece of metal and glass from your pocket, push a few buttons, take a few pictures, and your claim would be filed. So easy! And that’s just one part of the improved Motor Claims Customer Journey.
The Motor Claims Customer Journey began in the summer of 2016 at the shipping containers of the newly born Global Digital Factory in Munich, Germany. Since then, the cargo containers are long-gone, but what remains are the dynamic digital solutions created by the motor claims team to smoothen and simplify the motor insurance customer experience.
Traditionally, after buying a car insurance policy, customers would receive a thick pile of papers explaining the coverage in legal terms. What exactly was covered and how exactly the insurance works were not always as clear for the customers as they were for the insurers.
We, at the Global Digital Factory and operating entities, wanted to fix this: Now, when buying an Allianz motor insurance, customers will receive an e-mail with a link to a highly personalized video explaining their coverage. The video also includes a link to download an Allianz mobile app.