Allianz Partners USA, a leading provider of travel insurance and assistance services, has launched a redesigned Universal Claims Portal aimed at simplifying the claims process for its customers.
The introduction of the new Universal Claims Portal is part of Allianz Partners’ ongoing commitment to improving customer experience, according to InsurTech Insights.
The company identified the need for a more user-friendly, efficient platform to handle claims, particularly in response to customer feedback and evolving technology trends.
Allianz Partners is a global leader in insurance and assistance services, operating in over 75 countries. The company provides a wide array of travel insurance products, as well as assistance services in health, life, and automotive insurance, catering to millions of customers worldwide.
The new Universal Claims Portal features a mobile-friendly design with streamlined navigation, offering customers an enhanced user experience.
The offering allows users to upload necessary documents more efficiently and provides personalised checklists to help ensure that all required materials are submitted for each claim type.
A real-time claims status bar offers updates on the progress of claims, while notifications are available through SMS, email, or directly within the portal.
In addition to the revamped portal, Allianz Partners USA has advanced its use of claims automation technology.
Over the past decade, the company has relied on Robotic Process Automation (RPA) to handle claims more swiftly.
In 2024, the company is replacing RPA with AI-powered technology, enabling even faster claims processing, including auto-pay options for specific claim types.
Despite these advancements, Allianz Partners ensures that only human agents will be responsible for claim denials, following a thorough review process.
Other notable features of the platform include live chat capabilities for real-time assistance and a collection of educational resources designed to support users in navigating the claims process.
Maggie Butler, director of customer experience at Allianz Partners USA, said, “The adoption of this new technology will continue to increase the velocity of the claims adjudication process, and will greatly enhance customers’ experience with us. We’re proud to continue being a leader in the travel insurance industry, and understand that we must continue to innovate in order to meet ever-changing customer needs.”
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