Helen Rogers, head of digital customer journey at Zurich UK, tells Insurance Times why she thinks the insurer should win the Excellence in Technology - Claims accolade, at the 2022 Insurance Times Awards 

Explain briefly about your entry in the Excellence in Technology - Claims category.

As customers’ needs evolve and expectations reach new heights, it was the right time to introduce a video calling tool which connects us to customers in a personal way without the need for third party providers. ‘HelloZurich’ enables us to evaluate claims in real-time, make more instant decisions and settle claims quicker.

With more people embracing technology, this offers customers choice, as well as acts as a sustainable solution. HelloZurich allows us to connect with the customer in real-time and capture the required evidence, resulting in a quicker turnaround.

Helen Rogers Zurich

Helen Rogers, Zurich UK

Outside of physically attending a claim site, it can be very difficult to build a truly personal relationship with a customer over the phone. HelloZurich allows us to offer another level of personalisation.

It has led to a reduction in email traffic, improvements in turnaround times and enabled teams to connect via video and capture images to process claims and reach settlements more quickly.

Reducing the need for some physical assessments is also more sustainable.

What do you think makes your entry stand out or different from your competition?

The tool was developed in-house, which gives us full control over the evolution of the system.

We have also built a Transactional Net Promoter Score question into the process, which provides constant valuable feedback.

What would winning this award mean to you and your firm?

Winning would reflect the effort that has gone into developing a tool which has already improved customer satisfaction.