After years of customer research and development, Allianz Partners USA unveiled their new Universal Claims Portal which includes a mobile-friendly design dedicated to helping customers easily get through the travel insurance claims process.
The completely redesigned site features fresh, easy-to-follow educational content, and an improved user interface. It also offers live chat capabilities on the filing pages, which allow customers to talk directly to an agent, and get their questions answered on-the-spot. Feedback from customers on the new features has been very positive to date.
Document upload functionality was also upgraded, and is complimented by a personalized list of required documents that are based on the type of claim being filed, to help eliminate confusion over what documents may be required when filing a claim. The claims status bar has also been reimagined for better visual representation of customers’ current status, and it dynamically updates as the claim progresses through the process. Communication throughout the claims process has also been enhanced, and customers’ claim status can be confirmed through SMS, email or the claims portal.
In addition to the new claims portal, Allianz Partners USA has continued to invest in claims automation to streamline processes and pay claims faster. Over the last 10 years, the company has continually increased its usage of Robotic Process Automation (RPA) bots, which interact with applications in a similar way as a human user would conduct the process.
In 2024, Allianz Partners is enhancing and replacing RPA technology with AI-powered claims automation capabilities that can auto-pay certain types of claims. Customers and partners can rest assured that only humans deny claims, and only after a comprehensive review of the file.
“The adoption of this new technology will continue to increase the velocity of the claims adjudication process, and will greatly enhance customers’ experience with us,” says Maggie Butler, director of customer experience at Allianz Partners USA. “We’re proud to continue being a leader in the travel insurance industry, and understand that we must continue to innovate in order to meet ever-changing customer needs.”
Allianz Partners offers travel insurance through most major U.S. airlines, leading travel agents, online travel agencies, hotel companies, cruise lines and directly to consumers.
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