Winner, Best Use of Technology
to Improve the Customer Experience
Insurance Times Tech & Innovation 2016
We are proud to have been recognised for our work with Zurich, from amongst a strong field of finalists, including AXA.
Zurich customers arrange highly-customised protection from their Municipal business against fleet, property, engineering and casualty lines of business. Numbers of vehicles, as well as properties under cover, are typically in the hundreds. The level of detail within every policy, broken down into sub-schedules, is substantial, with different types of cover holding different renewal dates, premiums, excesses and documentation types. Never yet have customers been given a simple, joined-up and up-to-date view of their policies and claims data, having instead to rely on multiple paper documents, email threads, phone calls and IT systems.
As part of our overall approach, for the first time at Zurich, we brought together complex and previously disconnected forms of cover into a single user experience (UX).
To accomplish this we needed to utilise each of our 3 tenets of our “Change Different” approach, firstly we applied the principles of customer co-design throughout, engaging with customers through many iterations of test & learn to refine the design and layout, and ensure that information architecture (IA) was clean, simple and scalable.
Throughout the project our team coached Zurich staff in Agile collaboration methodologies, which meant those team roles which Ninety occupied at the start of the project could be undertaken by Zurich staff for the rest of the project and future projects.
Ninety also orchestrated the project with and for Zurich, doing all UX work, and building the application’s technology on our Athena rapid application development toolkit. By the end of the first two-week sprint, from a standing start, we had a web application with a real view of claims, visible to some of the pilot customers who we had engaged in the process.
Zurich’s customers now enjoy a single view of all products, documentation and claims status. NPS rose in our pilot customers to 75, with 80-90% of users saying that we had considerably improved their experience of policy and claim management. Our system users get answers faster, need to get in touch less often, and are more likely to renew with Zurich. We’ve also experienced a 50% reduction in off-line contact.
The Ninety team helped us embed a digital transformation process that was Agile, iterative, customer-centric, creative and collaborative. We have achieved so much, so quickly, with their help. Having access to the open-source, cloud-based Athena platform from Ninety has given us an attractive new option in terms of pace and cost of digital change.
Chief Digital Officer, Zurich Insurance