End-to-end overhaul of the customer experience
For CNP Assurances, the shift to digital technology is primarily about being as people-friendly as we can.
100% affinity-based, 100% online
In France, the Anticipa supplementary health and personal risk protection plan was developed specially to cover civil servants working for four major French ministries. It can be set up via an online subscription process on a dedicated website where it takes as little as fifteen minutes to go from quote to electronic signature. A chatbot answers any questions potential subscribers may have before and after sign-up, and the Anticipa team is on hand to take calls and respond to emails.
Insurance as agile as it gets in Brazil
Youse, the 100% digital subsidiary of Caixa Seguridade, is a technological and customer-experience trailblazer. In a first for the Brazilian market, its motor insurance customers can tweak the cover provided by their policy directly online, without having to contact the call centre.
Focus on customer experience
Spurred on by the lockdown, we took steps to simplify and streamline our business processes. We reduced the number of questions we ask and the amount of supporting paperwork we require for new policies, and cut down on the administration involved in the smallest claims. We have set up a workgroup to look at ways of making our remote interactions smoother and examining the key issue of which channel matches up best with which application. At CNP Assurances, our aim is to strike the right balance between the remote channel’s growing share of customer journeys and the human interaction people need at crucial times in their life, when only a face-to-face meeting with an advisor will do.
AI coming into play
CNP Assurances is supporting the new DIALog(1) research chair in partnership with the University of Lyon-1 and the Risk Foundation. The chairholder will explore key issues for the insurance industry arising from behavioural and environmental changes that affect the way we live our lives in an age of digital technology and artificial intelligence. Customer experience, claims management and the risks arising from longer life expectancy are three areas of research that will benefit.
(1) Digital Insurance And Long term risk.