The GVB Group wants to optimise the claims process for its customers. With the help of Zühlke, an innovative solution was implemented and the customer experience improved.
Digital claims process as the moment of truth
Digitalisation is reshaping the insurance industry. The claims process is traditionally a real moment of truth for the customer. But digitalising it can prove a big challenge for insurance companies. Building insurance provider Gebäudeversicherung Bern (GVB Group) wants to exploit the opportunities presented by digital transformation in this area, too, with the aim of offering a first-class customer experience and achieving a significant increase in efficiency. The GVB Group also asked itself how customer-centric solutions can be developed and integrated into live operations quickly, efficiently and with minimum risk.
Ideation and market validation
Zühlke held workshops to develop new and innovative products and services. In multidisciplinary teams, ideas were gradually narrowed down. Lightweight prototypes were developed and feedback was quickly collected from potential customers. The most promising idea – i.e. digitalising the claims process – was then validated iteratively in the market. This involved carrying out a short but efficient test phase to evaluate acceptance of the service and the channel, which was initially conducted via WhatsApp. Following positive testing, a decision was made as to how the idea should be scaled.
Solution development, scaling and competitive advantage
The consultancy project transitioned seamlessly to the solution development stage, during which a customer app was developed for the GVB Group. The application, which enables customers to communicate with the claims handler directly via their smartphone, forms the basis for redesigning the claims process with a clear focus on improving the customer experience. This is achieved primarily by offering a chat function, appointment coordination, an assistance service and direct billing. The solution was then connected to the core system of the GVB Group and put into live operation. The digitalised claims process gives the GVB Group a competitive advantage by improving the overall experience for its customers and offering them clear added value.
Thomas Diggelmann is responsible for the Bern / Espace Mittelland market area of Zühlke Switzerland. He also co-leads the Bern location with over 80 employees. In his daily work, he advises, accompanies, and supports leading Bern companies in the areas of digitalization and transformation. In doing so, Thomas Diggelmann can draw on several years of experience from challenging strategic change and innovation project management. He holds a degree in Business Administration with a Master in Business Development and an Executive MBA HSG in Business Engineering.