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Allianz launches Live Chat to enhance motor claims journey

Press release   •   Nov 16, 2020 10:02 GMT

Margaret Scott, head of claims strategy and customer experience, Allianz Insurance

Allianz Insurance has announced the addition of Live Chat to the Allianz Claims Hub, which will allow brokers to have an online conversation with an expert motor claims handler.

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, 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.”

Ends

About Allianz Insurance plc

Allianz Insurance plc is one of the largest general insurers in the UK and part of the Allianz Group.

About Allianz

The Allianz Group is one of the world's leading insurers and asset managers with more than 100 million retail and corporate customers in more than 70 countries. Allianz customers benefit from a broad range of personal and corporate insurance services, ranging from property, life and health insurance to assistance services to credit insurance and global business insurance. Allianz is one of the world’s largest investors, managing around 740 billion euros on behalf of its insurance customers. Furthermore, our asset managers PIMCO and Allianz Global Investors manage almost 1.6 trillion euros of third-party assets. Thanks to our systematic integration of ecological and social criteria in our business processes and investment decisions, we hold the leading position for insurers in the Dow Jones Sustainability Index. In 2019, over 147,000 employees achieved total revenues of 142 billion euros and an operating profit of 11.9 billion euros for the group.

These assessments are, as always, subject to the disclaimer provided below.

Cautionary note regarding forward-looking statements

This document includes forward-looking statements, such as prospects or expectations, that are based on management's current views and assumptions and subject to known and unknown risks and uncertainties. Actual results, performance figures, or events may differ significantly from those expressed or implied in such forward-looking statements. Deviations may arise due to changes in factors including, but not limited to, the following: (i) the general economic and competitive situation in the Allianz Group's core business and core markets, (ii) the performance of financial markets (in particular market volatility, liquidity, and credit events), (iii) the frequency and severity of insured loss events, including those resulting from natural catastrophes, and the development of loss expenses, (iv) mortality and morbidity levels and trends, (v) persistency levels, (vi) particularly in the banking business, the extent of credit defaults, (vii) interest rate levels, (viii) currency exchange rates, most notably the EUR/USD exchange rate, (ix) changes in laws and regulations, including tax regulations, (x) the impact of acquisitions including and related integration issues and reorganization measures, and (xi) the general competitive conditions that, in each individual case, apply at a local, regional, national, and/or global level. Many of these changes can be exacerbated by terrorist activities.

No duty to update The Allianz Group assumes no obligation to update any information or forward-looking statement contained herein, save for any information we are required to disclose by law.

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