Comarch automates claim registration at UNIQA Insurance Company

Comarch has successfully completed yet another implementation project of the integrated application dedicated to customer service in the contact center – this time in UNIQA Insurance Company

The solution’s functionality combines the unique features of the communications device software and multiple functions of customer service support systems, such as CRM, Campaign Management and domain systems. One of the most important features covering the needs of UNIQA is the claim registration and handling via telephone channel. The application allows a contact center operator to register the claim in an efficient way, automatically prompting next steps in a form of advanced and interactive forms.

The Comarch tool enables UNIQA to provide customer service across multiple communication channels, i.e. via phone, email, SMS and chat which improves the efficiency of customer relationship management. It is possible mostly due to the 360⁰ customer view and the complete history of customer interactions across multiple channels. The system also supports the process of selling insurance products available on the Comarch Insurance Front-End platform. Sales network agents and call-center advisors both have access to the same 360°customer view.

‘Thanks to the cooperation with Comarch we have implemented a tool to support the work of the Contact Center operators responsible for claim registration and claim status information service. The registration process has been significantly simplified and shortened. The operators benefit from call scripts that help in gathering all indispensable information during the conversation with the customer. What is more, the interactive form allows smooth entering of data into the system. After the conversation with the customer the information about the registered claim is sent to the customer via text message or email. A very important advantage of the system is access to all the information about the customer, whose phone number is in the database, necessary for the customer service. Thanks to it, we know what policies customers own, what claims they have reported and been paid, we also know the whole history of customer contacts’, underlines Przemysław Hendzlik, Customer Call Service Manager at UNIQA.

‘The integrated solution developed by Comarch puts UNIQA in the forefront of insurance companies that can boast a consistent policy of customer service in every channel. Our partner has not only integrated its front-end contact center, but went a step further, creating a claim handling call center, supported with a dedicated module. In cooperation with UNIQA we created the solution that allows quick and easy claim registration, where the process of defining the registration forms is fully supported by system administrators, says Sławomir Gierek, Business Unit Director at Comarch.

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