In our previous post in this series, Jean Francois Gasc gave us an overview of the Efma Accenture Insurance Innovation Awards program nominees in the Customer Experience and Engagement category. This week, let’s take a look at the nominees in the final category—Digital and Omnichannel Distribution.

Direct Seguros: eSpace

The company’s new online customer area, eSpace, gives customers access to all their insurance policy details at any time, from any device. Customers can consult their personal data, policies, receipts and product information, pay bills, update payment methods, open claims and get additional information related to their policies. They can also download or consult their car or motorcycle policy documents with a single click, or request any other document they may need. The system also alerts customers when they must update their personal data or if they are required to take action for policy updates.

First National Bank: Digitalizing funeral insurance

By selling FNB Funeral Plan products through digital channels—including cellphone banking, ATMs and online banking—First National Bank has helped to improve access for South African customers while simplifying the purchase process. Astute VOPD enables the verification of a death without a death certificate, resulting in faster claims processing and a better customer experience.

The Guarantee Company of North America: The GUARANTEE GOLD mobile app

The GUARANTEE GOLD mobile app helps customers plan ahead and proactively take safety measures to protect their homes and belongings. The first of its kind in the insurance industry in Canada, the app provides customers with access to real-time weather alerts, the ability to report a claim on the go, claims help, a broker finder, resource center and policy changes.

Haven Life: Entirely online purchasing process for term life insurance

When people apply online for a Haven Term policy, they receive an immediate decision on their application and start coverage that day. Designed from the ground up to be optimized for online approval, the application uses sophisticated underwriting algorithms to process application data—including users’ personal medical history, driving record and more—in real-time.

Ikano Försäkring: Omifall pregnancy and child insurance in co-operation with Children’s Ikea

Inspired by IKEA’s flat package solutions, Ikano designed an insurance flat box, also containing a blanket, using simple words to describe its Omifall pregnancy and child insurance cover and benefits. The insurance was sold as a physical item at IKEA stores, following the same process as any other goods, in a 12-month pilot project in three Swedish stores.

USAA: USAA’s digital virtual assistant

USAA’s industry-leading virtual assistant continues on its journey, delivering a new conversational style interface. The virtual assistant, available on mobile and usaa.com, is currently targeting infrequent digital users who need help with self-service and those seeking a live agent. It has achieved significant adoption on web and mobile channels, allowing more customers to satisfy their needs without the assistance of a representative.

Please join me in congratulating all the nominees and wishing them the best of luck!

To learn more, register to view all the nominees.

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