Other parts of this series:
- Insurance Innovation Awards 2016: Nominees for Best Disruptive Product or Service
- Insurance Innovation Awards 2016: Nominees for Claims Management
- Insurance Innovation Awards 2016: Nominees for Customer Experience and Engagement
- Insurance Innovation Awards 2016: Nominees for Digital and Omnichannel Distribution
- Insurance Innovation Awards Winners 2016: Global Innovator, Most Disruptive Product/Service, Best Claims Management Solution
- Insurance Innovation Awards 2016: Customer Experience & Engagement, and Digital & Omnichannel Distribution Winners
This year’s Efma Insurance Summit is rapidly approaching. Held in Milan on June 9, the summit will also be hosting the awards ceremony and announcing the winners of the inaugural Efma Accenture Insurance Innovation Awards. This is a joint initiative from Efma and Accenture, which aims to identify and award the most innovative insurance initiatives and projects around the world.
The nominees in the Customer Experience and Engagement category this year highlight the insurers’ innovative use of apps and machine learning to better assist their customers. Here’s a high-level overview of each submission.
Assicurazioni Generali: GrabMe – The social Edutainment project
Generali launched a disruptive campaign to make customers aware of the risks of sharing information on the web. The campaign reported the existence of an app called GrabMe, which could locate houses where owners were out. This news was shared virally online, reaching more than 3 million views, more than 500 thousand views of the video, and more than 8,000 social interactions. After a few days Generali revealed that the app does not actually exist, but the risk does.
Crédit Agricole Assurances – Pacifica: E-depann’
The e-depann’ app uses geolocation to determine the location of accident or breakdown customers and it notifies customers of the timeframe for intervention. It offers real-time progress and assures customers that their request has been received. In a survey of customers, 90 percent were satisfied with the real-time information on breakdown services and 85 percent were satisfied with the geolocation of their vehicles that had broken down.
Desjardins Assurances Générales: Ajusto 100% Mobile Telematics
The Ajusto telematics app lets smartphone owners improve their driving behavior without needing to plug additional hardware into their car’s ODB-II port. The app gives drivers real-time feedback and uses a gamified approach to let drivers interact with their peers. The app has proven to have a real impact on behaviors: 50 percent of users admit that they are more careful since installing the telematics app and make a habit of monitoring their driving behavior online.
MetroMile: Metromile Street Sweeping Alerts
MetroMile launched Street Sweeping Alerts to alert customers of scheduled street sweeping and to help them avoid parking tickets. Working in tandem with the company’s connected-car devices, the Metromile Pulse, which plugs into a vehicle’s OBD-II port, or the Metromile Tag, a free, wireless device for vehicles that uses Apple’s iBeacon technology, the smart driving app uses onboard GPS to note the location of the parked vehicle. The device uses city data and Metromile’s internal information to determine if the car is parked in a street sweeping zone, and it sends a notification 12 hours and one hour before a scheduled street cleaning.
Mondial Assistance France: Travel App – Voyage Zen
Voyage Zen is a mobile app that provides assistance for travelers abroad. Before leaving on a trip, customers can review their credit card insurance coverage for the destination and purchase additional options. During the trip, the app provides travel information, medical translation, hospital locations, full digital assistance in case of medical problem and a full digital medical follow-up file for after the trip.
MS&AD Insurance Group Holdings: Dramatic improvement of contact center operations using Watson
The company used Watson Explorer, Work Force Management System and Oracle Service Cloud to improve its call center operations, analyzing trends in customer inquiries, placing staff in call centers based on predictions of call numbers and optimizing the order of FAQs displayed on the website based on customer usage and question trends. The company also prepared an almanac for staff and agencies that compiles monthly trends in customer inquiries so that staff members can respond more accurately.
In our next post, we’ll give you a sneak peek at the nominees in the Digital and Omnichannel Distribution category.
In the meantime, to learn more, register to view all the nominees.