International travel insurance provider, Allianz Global Assistance UK, is changing traditional insurance practices to ensure a simple ‘right first time’ claim submission and speedy payment. The company has enhanced its digital system to improve how travel insurance claims are made, after it found that 1 in 3 claims did not include the right documentation when first filed.
Confirmation of the original travel booking is the most commonly-missed document, which is also one of the most vital for a claims handler to arrange settlement. This is often received by email or accessible through a customer’s online account; with the new system ‘booking confirmation’ can now be easily retrieved and submitted online, wherever the claimant is in the world.
Paul Doran, Head of Travel Operations for Allianz Global Assistance UK comments: “Almost everything can now be done digitally – supermarket shopping, credit card applications, turning central heating on and off, monitoring how well you drive, and of course, instantly keeping in touch with friends and family all over the world.
“We recognised that the travel insurance industry needed to keep pace with an increasing consumer expectation that they can transact with insurers digitally. With this in mind, there was no better place to start meeting that expectation than with the claims process. By reviewing and updating our entire claims process, with an emphasis on making it simpler for customers to send the required documentation digitally at the outset, we are significantly helping to reduce the emotional strain for holidaymakers when filling in a claim form.
“We also now provide our customers with a checklist of documents we need in order to assess a claim, which is a real benefit for consumers unfamiliar with the requirements. The more information we receive when a claim first comes through, the quicker we can action and settle it. Any information, receipts or documents missing will inevitably stall the assessment process which understandably causes frustration and stress for the customer. We are continually looking at ways to improve the customer’s claims experience, to ensure it does not add unnecessary strain at what can often be a stressful and upsetting time for those having to make a claim.”
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