Digital reinforcing our partnership approach
The pandemic crisis has dispelled certain taboos and forced CNP Assurances and its partners to think outside the box.
Multi-channel approach embraced in Italy
UniCredit, CNP Assurances’ banking partner, had reservations about introducing phone or social media channels for insurance. Things changed with the COVID-19 pandemic as all business had to be conducted electronically. A top priority is to restore the warmth of the relationship through direct contact whenever the customer desires. CNP UniCredit Vita set up a dedicated phone line and online banking service as new channels of interaction for the bancassurance sector. Today, our subsidiary is incorporating these in its processes and training its advisors in its new relationship mix.
Help businesses secure emergency funding
The benefits of integrating BPCE’s and CNP Assurances’ processes came to the fore with applications by businesses for the state-guaranteed loans (PGE) to raise the cash they need to ride out the COVID-19 crisis. In 70% of cases, their insurance application was accepted straight away. For applications requiring closer analysis, we undertook to get back to them within 24 hours. Using the electronically signed remote health questionnaire, a tried and tested solution for term creditor insurance, we were able to rise to the challenge and provide over 100,000 businesses with PGE loan insurance cover.
Deliver 100% digital transactions together with our partners
It must be possible to do everything online, and all services must be available remotely – that’s what lockdown has taught us. And it poses a challenge for our partnership-based model. We need to share the same tools – from front to back office – to forge an integrated processing chain. We also need to share what we know about customers to build a complete picture of their needs, of their interactions with CNP Assurances, and handle their needs seamlessly. It is a new dawn for our partnership-based way of working, which is overcoming the technical, legal and economic hurdles.
The ethics of AI
Artificial intelligence is a technology that can deliver benefits right across an insurer’s value chain. CNP Assurances has decided to put people and ethical practices at the forefront of its approach. To this end, it has appointed an artificial intelligence ethics officer and set up an AI Ethics Committee.