More than ever, in 2018 the shared goal is both customer satisfaction and an optimized user experience for all global customers whilst simultaneously delivering the usual high standard of quality and assurance.
Because the clients are at the centre of all innovation and transformation at Allianz Partners, the continued focus being on hand in a mobile, simple and helpful way in all the aspects of their lives is imperative.
This journey starts with protecting mobile devices. Allianz Partners signed agreements with Samsung, to provide support to the consumer electronics care program for mobile phones (covering several European countries), as well as with AliExpress, assisting ecommerce clients with insurance and services for their mobile devices. We have also finalized various agreements with eBay, Huawei and Oppo.
In the digital financial services, Allianz Partners, in partnership with VISA, developed an innovative new payment solution, Allianz Prime. This virtual payment card enables fast, simple and safe payments with a mobile device, online or in stores. Allianz Partners Digital Payments Protection is included, which ensures secure mobile transactions and all purchases made with Allianz Prime are accompanied by a loyalty program. Allianz Prime was launched in February 2018 in Italy and will be soon available in other countries.
During 2017, Allianz Partners partnered with fast growing fintech players in Europe, such as N26 and Revolut, providing them with assistance services either embedded “in the card” or optional add-ons, covering travel, medical assistance, appliance protection or digital risk.
In an increasing mobile environment, Allianz Partners has enhanced international health plans for expatriates with a range of services available for their families as well as themselves. Services now include counselling, legal and financial support, health and wellbeing advice, available 24/7 and in multiple languages. Embedded in the MyHealth app, the new Symptom Checker provides helpful information and guides the user through an assessment to detect potential medical conditions.
Allianz Partners fosters engagement with new mobility solutions by partnering with major players in the automotive and mobility sector. Since 2017, they have been the exclusive insurance partner of car2go in Europe, demonstrating their commitment to innovation by adopting the car2go ‘charge-per-minute’ pricing structure for third party liability cover. In the Chinese market, the company is partnering with Atzuche, China's leading peer to peer car sharing platform, in new mobility solutions.
Allianz Partners also offers usage-based insurance solutions for connected cars, either based on the “pay-as-you-drive” or on the “pay-how-you-drive” solution, in cooperation with car brands such as Opel and Seat. A global insurance solution for the autonomous vehicles of EasyMile, a French pioneer in autonomous mobility, is also part of its portfolio.
Roadside assistance on-demand is now available in China where the company launched a new service with the local online vehicle services platform leader, LeCheBang and soon with Waze in Europe.
Shaping a new travel protection experience, as well as assisting customers anytime, anywhere, is also at the heart of Allianz Partner’s TravelSmart mobile app which includes assistance and services that help the traveler before, during and after their trip. The useful travel check list, local emergency contact numbers, medical facilities combined with an intuitive policy management tool, as well as some proactive new features, have been added to the application in 2017 in some pilot markets. With the aim of providing a better customer experience, Allianz Partners is now able to trigger automatic payments to clients if their trip is delayed while they wait at the airport or station.
“Bringing help to life” is Allianz Partner’s motivation for creating new solutions. Their customer-focused approach is demonstrated in the increase of the Net Promoter Score (NPS) (**) which rose 6 points to 77% in 2017. This would not be possible without employees’ engagement and efforts to serve clients. In addition, Allianz Partners’ Inclusive Meritocracy Index (IMIX) measuring performance and corporate culture increased 2 points to reach 69%.
Last but not least, Allianz Partners as a global organization has become more agile in its processes and ways of working. The agility enables delivery of high-quality standard solutions and new features across the world, with reduced time to market. This profound transformation positions the Group on the right path to meet their 2020 ambition of 10 billion euros revenues and 500 million euros of operating profit.