Zurich has introduced a WhatsApp messaging platform – along with its video messaging service “Hello Zurich” – to facilitate customers making insurance claims.
The insurer has reported reduced claim times and a five-fold rise in the number of customers using the video messaging service since its launch earlier this year.
Mike Essam, head of express claims at Zurich UK, said its customers like the convenience and ease of the platforms, which allow claims to be settled on the move.
“Since the pandemic people have become much more familiar with video messaging technology, and it is allowing us to build a better rapport with our customers, more accurately assess damage, and settle claims more quickly and easily,” said Essam.
The end-to-end WhatsApp messaging journey, currently only available for contents insurance claimants, has reduced hassle for customers and eliminated the need for long email exchanges.
The WhatsApp feature has reduced claim times to an average of 13 minutes.
Zurich will continue the digital transformation of its claims service as it rolls out the tools more widely and across other lines, Essam added.
Zurich is a global insurer for individuals and businesses operating in over 200 countries and territories.