Top Insurer Achmea Improves Net Promoter Score by 11 points
Claim life cycle time and handling costs are reduced with Visual Assistance technology
Achmea, a large insurance provider in Europe with over 10m customers, recognized the need to optimize the claims process. They sought to create a friction-free policyholder experience and boost loyalty in a fiercely competitive industry. In order to achieve this, they searched for a technology that would help them reduce the claim life cycle and cut handling costs, as well as to improve the accuracy of claim urgency and damage cost estimates.
The Visual Engagement Difference
Achmea deployed the TechSee’s visual platform across customer touch points within the claims process. Use of live visual assistance in their contact centers and visual automation in their customer self-service claims process has resulted in significant improvements to core KPIs. Claims resolved on First Notice of Loss (FNOL) are up, resulting in enhanced customer satisfaction, represented by an 11-point jump in NPS. The overall claim cycle has been cut significantly, reducing the average cost per claim.
