TECHNOLOGY
Innovation and tech for a seamless experience
SIMPLIFYING CLAIMS MANAGEMENT WITH AUTOMATION
After-sales and claims
Leveraging UX design, artificial intelligence (AI) and data to optimise the customer journey
A brief introduction to automation with Judith Will, Corporate Analytics Manager, BNP Paribas Cardif
“At BNP Paribas Cardif, automation is not an end in itself, but a means in a much bigger picture: the redesign of processes. When looking at a specific process, we first need to take a step back and define the objectives we aim to achieve. It could be speed, efficiency, accuracy, seamlessness or other factors. But even a perfectly designed process cannot achieve all these goals simultaneously. Once the target is set, we can assemble the necessary pieces. This is where automation comes into play: we determine the level of automation desired, aligned with the process’ needs, and we leverage the appropriate assets across AI, parametric, digital, data, etc.
Redesigning processes and leveraging automation has significant potential for our customers and partners, and for us too! It is an opportunity to provide better and quicker service to customers and contribute to the brand recognition of our partners. It can increase speed and efficiency and free up time for our expert employees. Time they can spend on developing business, focusing on high added value tasks, and developing their own skills even further.”
GERMANY, EUROPE
CREATING A TRANSPARENT CLAIM PROCESS AND ENHANCING CUSTOMER EXPERIENCE AND SATISFACTION, THANKS TO AUTOMATED NOTIFICATIONS
In Germany, BNP Paribas Cardif commits to taking insurance to the next level, thanks to digital touchpoints throughout the customer journey. All the customers of partners now benefit from an enhanced communication system that triggers six customer touchpoints throughout the claim process.
The customer receives confirmation notifications for each step: claim registration, message receipt, claim decision, turnaround, payment processed and claim closed. The user experience (UX) optimisation of the MyCardif online app makes the claim process easier to understand and track by delivering timely information. Some 242,000 messages were sent to customers in 2023, concerning about 32,000 claims. Thanks to automated communication, customers do not need to contact BNP Paribas Cardif in Germany anymore to ask about their claim status, as all relevant information is provided for them automatically.