EUROPE
Reinventing insurance to enrich the customer experience continuously
As part of its mission to make insurance more accessible, BNP Paribas Cardif pursues a longstanding commitment to combine simplicity, transparency and profitability while delivering greater value to policyholders. The over-arching objective is to rethink product design, drawing on analysis of customer feedback and data to continually adapt and improve offers.
- In several European countries, in particular Germany and Spain, BNP Paribas Cardif has introduced clear and proactive communications targeting its partners’ customers. This approach ensures better understanding of insurance offers while remaining regularly engaged with customers throughout the duration of the policy. In Italy, for example, personalised videos enable customers to better understand the guarantees they have selected.
- To simplify the customer journey, especially for claims management, artificial intelligence is now used to cut processing times and improve operational efficiency. Recent developments include a scoring model for loss of employment claims that was rolled out in Spain in late 2024.
- To offer insurance solutions that are better aligned with the needs of its partners’ customers, BNP Paribas Cardif continues to adjust coverage by minimising exclusions, thus ensuring broader and more inclusive protection for more policyholders. Following changes in France to improve access to insurance for people undergoing treatment for HIV or with inflammatory bowel disease (IBD), exclusions have been eliminated in Slovakia, in particular for mental illnesses and back pain problems.
These initiatives are proving successful everywhere in Europe, flowing through to an improved customer experience, better perception of product value and deeper confidence among policyholders and partners. Thanks to proactive communication, more claims have been submitted. The average claims approval rate is now over 80% in Italy, Portugal and Spain. Response times have been shortened, and the NPS for approved claims in 2024 reached 77 in Spain, 75 in Italy and 59 in Germany.
The BNP Paribas Cardif +
“Putting people at the heart of product design for greater customer satisfaction”
“Transforming insurance means rethinking the way we create and market our products. We put the customer experience at the heart of everything we do, simplifying processes, expanding guarantees and proactively communicating with policyholders. We have been pursuing this approach for 15 years now, and it’s the cornerstone of our DNA as an insurer. This transformation is further accelerating today as we structure it to better meet the challenges of a changing society and regulatory frameworks. Our partners know they can count on us to help them continue building their market positions and protect their brands over the long term.”
FOCUS
Transformation in Poland
BNP Paribas Cardif in Poland has redefined creditor insurance by launching enhanced protection products designed to better meet customers’ expectations while going beyond new regulatory requirements. The updated CPI product now covers 14 additional critical illnesses, including Parkinson’s and Alzheimer’s, significantly expanding the scope of protection. Claims processing has been simplified, with fewer exclusions and streamlined for faster claims handling, ensuring a seamless experience for policyholders. Moreover, hospitalisation coverage has been extended to include rehabilitation and mental health facilities, addressing a broader range of customer needs. To further enhance transparency and understanding, all communications have been rewritten in a certified and simplified language to improve customer understanding.