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Allianz launches Live Chat to enhance motor claims journey

Posted: 16 November 2020


This new functionality is the first in a series of digital enhancements Allianz plans to make to its Claims Hub. It will provide brokers with the option to start a live web chat and receive real-time updates on motor claims, including details of recovery and liability positions, repair authorisations and payment schedules of claims.

Brokers will also be able to use Live Chat to arrange a motor engineer’s inspection or send documents to Allianz.  The service will be available Monday to Friday and brokers will be able to receive a transcript of the conversation for their records.

The move follows the introduction of the Allianz Claims Hub earlier this year, a digital platform for brokers and motor customers to report and track motor fleet and motor trade claims, in addition to Allianz’s usual phone and email channels. 

Margaret Scott

Margaret Scott, Head of Claims Strategy and Customer Experience, Allianz Insurance, commented:

I’m really proud to have launched Live Chat, which we believe makes us one of the first insurers to enable brokers to speak directly to a claims handler via a digital chat. This is the next iteration in our roadmap of enhancements to the Allianz Claims Hub and I’m really excited about the great plans we have to further improve the digital channels within our motor claims journey.

We are confident that this will be a game-changer for our claims service delivery and it’s another important step in our digital journey to improve our customer communication by offering the human touch where it’s needed, through the most effective channels.”

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