Between February and March 2018, Zurich launched a six-week trial period for a sophisticated chatbot programme. Their mission? To allow customers notify Zurich of a claim efficiently, intuitively and quickly.
Go to market
In the first 6 weeks, Zara received 765 customer interactions (20% of the reported claims volume) and received a great feedback from both customers and Claims Handler.
A claims team manager based in Zurich’s First Notice of Loss (FNOL) Centre in Glasgow was “hugely impressed” by the solution. There was also a good pickup from both insurance and insurtech media, including The Insurance Times and Insurance Business. Here are the results:
Claim requests managed
Zara helped customers make claims at any time of the day. So far, around 60% of claims were made outside of office hours via Zara. This was Zurich’s first business unit (BU) to launch a chatbot offering for their customers. There are currently 5 in development with different IT partners in Switzerland, Italy, Germany, Brazil and Spain.
So stay tuned!
Alexander Last, Continuous Improvement Consultant of Zurich UK
David Nichols, UK Chief Claims Officer