From local needs to global solutions. 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.
From ideation to creation. After two years of UX Research, UX Design, Development and Testing we co-created with several OEs worldwide a website for motor claims notifications - based on a responsive web application to provide a more interactive way of gathering information from claimants.
From business-centric to customer-centric. The FNOL (First Notification Of Loss) microsite collects data from Allianz customers, as well as third parties, who claim against Allianz customers. The solution confirms coverage and steers customers towards partner repair shops. As part of the settlement section it can, if required, also be linked to 3rd party digital claims assessment solutions to trigger digital assessment (e.g. Austrian GoTime Driver App, allowing damage assessment through photos taken from the user's phone).
From single-use to re-use. As we always strive for global solutions, it is not a coincidence that we are called the Global Digital Factory. Our purpose is to build tools which can be re-used by several OEs worldwide and therefore the Motor Claims Journey is a perfect example how Digital Assets can be scaled globally within one company.