Risk assessment and services beyond - a fully joined-up risk assessment tool

Being able to assess risks and engage with a Risk Engineer remotely has been highly valued by end users, particularly during the Covid crisis when site visits were impossible. In addition, the tool’s ‘What If?’ functionality allowed users to prioritize investments based on their responses. But user feedback showed there was one extra function that could make the app even better.

Traditionally, when a customer carries out a risk snapshot using the app, they answer simple ‘yes/no’ questions and the app then generates a series of risk observations. For instance, it might suggest to install automatic sprinkler protection at the end of a fire risk assessment, or suggest that an enterprise needed to take specialist advice on cyber security. Yet customers told us they wanted to know exactly what steps they needed to take to fulfill these objectives. For instance, recommendations on contractors to carry out the work, or what to do and who to contact if the app suggested they needed more specialist advice.

That’s why we have now launched an upgraded version of Zurich Risk Advisor, to allow the end user to get in touch with Zurich Resilience Solutions for implementation support of specific recommendations suggested by the app. “We not only say that something needs to be improved,” explains Fausto Steidle, Head of Global Operations at Zurich, “We also try to help customers on how they can improve it.”

Next steps come included

This can be particularly valuable to smaller businesses, where Risk Engineers may not regularly visit their sites. Up until now, someone managing risk at an enterprise like this would have to do the legwork themselves to find out how to implement risk mitigation strategies, rather than discussing their options with a Risk Engineer. Now, insights from the data is potentially available to anyone who uses Zurich Risk Advisor, levelling the playfield and making it easier to manage risks.

This new functionality means that Zurich Risk Advisor now provides a fully joined-up service to enterprises, with a suite of suggestions on risk management, along with recommendations on how to carry them out. Finally, once an enterprise has taken action, they can update the assessment and check that the implementation meets requirements. Following an assessment, fixes may be many and complicated. The apps new features mean that end users can contact Zurich to discuss a number of virtual engagements and services to ensure that a works program has gone correctly.

So far, the enhanced app has been launched in three countries, the US, the UK and Australia and specifically covers reducing the risk of fire. The advice on implementation is country-specific, so for instance a UK user will only see services that are available in the UK. Zurich Resilience Solutions will monitor use and feedback to develop content for other countries and more perils down the line. “Cyber, supply chain and climate change resilience, there are plenty of topics that we can address, thanks to the expertise we already have,” explains Fausto Steidle.

Gaining ever greater insight

The Zurich Risk Advisor app is part of Zurich’s digital engagement ecosystem, which aims to understand customer needs and launch new value propositions to meet them. “It’s like a consumer digital platform where there are added value services that aren’t just part of the core product but enable the best experience for the customer,” explains Fausto.

Engagement platforms like Zurich Risk Advisor will gather data to enable this 360-degree engagement with and service to the customers. By leveraging technology, Zurich Resilience Solutions is gaining a deeper insight into their customers’ worlds in order to be able to offer businesses services that help them to understand and improve their risk at all times.