Allianz is using new digital technologies to score with customers. “Our goal is to provide services and new products that galvanize customers,” said CEO Manfred Knof at Allianz Deutschland’s annual press conference. Even today, 95 percent of all its customers are satisfied with Allianz. “But that means paying complete attention to every detail each and every time we have contact with our customers,” continued Knof. He announced: “From applications to claims to benefits payments, every service process will be checked over and upgraded with the customer in mind.”
Since mid-2015, Allianz agents have been able to advise customers personally via webcam over the Internet. In the future, customers submitting a property damage claim will be notified by SMS or email on its progress. A service that is already standard practice for health insurance. Also on the horizon, customers will be able to use an app to record the damage of a car accident in just a few easy steps. Within hours, they will receive a calculation of the amount of damage via smartphone so that they can decide whether to have the funds transferred immediately or the vehicle repaired.
“That brings us closer to our goal of making it easy, fast and transparent to sell insurance policies and process claims. Just as today’s consumers have become accustomed to buying books online or booking flights on the Internet.” Telephone accessibility will also be improved significantly. An additional 150 employees will provide phone support, contacting customers directly, personally and quickly to clarify complex questions. Products and forms will also be simplified considerably.
Allianz Deutschland has a stable base of 20.1 million customers in its home market. The customers base rises to 20.7 million when factoring in cooperative arrangements. At 30.9 billion euros (2014: 32.1 billion euros), revenues in 2015 were the second-highest since Allianz Deutschland was founded, though they were 3.6 percent below the prior year’s record. A key factor here was that, as expected, life insurance brought in lower one-time premiums following an extraordinarily strong prior year.