Allianz.com: It’s been more than half a year since you were appointed CEO of Allianz Worldwide Care. What was the first thing you changed?
Ida Luka-Lognoné: Rather than looking to make drastic changes, it was more important to me to take the time to look around, absorb the environment at Allianz Worldwide Care and really listen. Having collected my first impressions, we decided to define a new role for our sales and marketing department, and chief underwriting officer. But most importantly, we introduced the digital customer journey. It’s key to everything we do now.
Where do you see the best growth possibilities?
I see growth along four axes. First, we want to extend our market share in our core areas of international health, life and disability cover. In addition, we will focus on increasing our share of business with nongovernmental and intergovernmental organizations. These large groups are really important to our business and their requirements extend beyond health, life and disability into the new area of health services. So there’s a lot we can offer them.
Secondly, we will be expanding geographically. As part of our expansion plans, we are going to address a growing segment: high-net-worth individuals. We are talking about business owners in China or Africa, for example, who want to have access to international medical specialists or simply extend their local coverage.
We want to improve our healthcare services by establishing eHealth preventive programs and providing access to medical advice to customers in remote areas. Finally, the fourth axis is to anchor it all in the digital customer journey. We would like to expand our 24/7 access to our services, using all types of digital tools, and improving customer contact and experiences.