New generation of travellers demand digital insurance services
International travel insurance provider, Allianz Global Assistance UK, is changing traditional insurance practices to ensure a simple ‘right first time’ claim submission and speedy payment. The company has enhanced its digital system to improve how travel insurance claims are made, after it found that 1 in 3 claims did not include the right documentation when first filed.
Confirmation of the original travel booking is the most commonly-missed document, which is also one of the most vital for a claims handler to arrange settlement. This is often received by email or accessible through a customer’s online account; with the new system ‘booking confirmation’ can now be easily retrieved and submitted online, wherever the claimant is in the world.
Paul Doran, Head of Travel Operations for Allianz Global Assistance UK comments: “Almost everything can now be done digitally – supermarket shopping, credit card applications, turning central heating on and off, monitoring how well you drive, and of course, instantly keeping in touch with friends and family all over the world.
“At Allianz Global Assistance, we recognised that the travel insurance industry needed to keep pace with an increasing consumer expectation that they can transact with insurers digitally. With this in mind, there was no better place to start meeting that expectation than with the claims process. By reviewing and updating our entire claims process, with an emphasis on making it simpler for customers to send the required documentation digitally at the outset, we are significantly helping to reduce the emotional strain for holidaymakers when filling in a claim form.
“We also now provide our customers with a checklist of documents we need in order to assess a claim, which is a real benefit for consumers unfamiliar with the requirements. The more information we receive when a claim first comes through, the quicker we can action and settle it. Any information, receipts or documents missing will inevitably stall the assessment process which understandably causes frustration and stress for the customer. We are continually looking at ways to improve the customer’s claims experience, to ensure it does not add unnecessary strain at what can often be a stressful and upsetting time for those having to make a claim.”
Supporting documents which should be provided with a claim:
A digital copy of the original certificate/schedule of insurance from the issuing agent. This may be in the form of an email, booking invoice, insurance certificate or a staff/leader number. Most will show the dates of cover and the names of those insured.
Trip booking confirmation documents showing the dates of the stay and/or travel along with the names of the individuals on the booking.
Digital copies of the original receipts or invoices showing the amounts being claimed.
For medical claims, a letter from the treating doctor confirming the exact diagnosis, treatment provided along with the dates of admission and discharge. Also a copy of your EHIC and confirmation of your National Insurance number (for claims involving medical expenses in an EEA country).
For curtailment claims, written confirmation from the treating doctor that it was medically necessary to cut the journey short.
The name of claimant’s bank and the type of current and credit card accounts held. This is needed for potential recovery purposes only and the claim may be delayed if this is not provided. These details will not be disclosed to any third party, other than the company where the account is held.
If any of the above cannot be provided, a covering letter explaining the reasons for this should be included.