Allianz

Case Study

A self-service insurance platform for time-poor SMEs

Allianz is one of Australia's largest general insurers, and it’s also a leading private workers' compensation and life insurer. Allianz is proud to be of service to more than 3,000,000 policyholders – with over 50% of Australia's top 200 BRW listed companies have some form of insurance cover with the group.

Allianz Middle Tier Project

The Problem

Allianz has long known that small businesses owners work extremely hard, often needing to wear many hats. One of these hats is overseeing and purchasing workers compensation insurance to cover and protect their employees.

It became increasingly apparent that, for small business customers who don't go through an insurance broker, their only option to get cover is to call their contact centre and take out a policy over the phone.

This simply doesn’t cut it for people in today’s day and age. In fact, customers expect direct online access to be able to purchase pretty much anything possible – including insurance.

The Solution

Success for our customers was really about time-saving and then being able to purchase their workers compensation policy and do it quickly and efficiently, so small business owners are not bogged down in questions and providing a lot of detail.

But for Allianz, success was gaining the ability to understand businesses in such a way to price the risk accordingly, in a very quick and efficient way.

With these two metrics identified, Jade developed what Allianz refer to as the Middle Tier Project, a self-service customer portal that enables Australian business owners to purchase their Workers Compensation Insurance policies at a time that is convenient to them.

The Outcome

Allianz has regarded the Middle Tier Project as a success, and their customers are responding very well to it. What’s more, engagement with the portal is also exceeding expectations.

Two key benefits that have been realised from the Middle Tier Project so far is the ability for Allianz to meet customer demand and to provide 24/7 capability for our customers. Seamless, easy integration between front and back end systems was also a major highlight.

Allianz look forward to working with Jade again to deliver more innovative customer solutions, as they are confident in Jade’s ability to come together, solve problems and come up with solutions that get results.

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"The middle tier capability has helped us prepare for the future - it's now given us the opportunity to leverage this technology and hook into other customer platforms in the future."

Thea Hobbins National Manager of Sales, Allianz

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