Our strategy

Customers

Z-Track: automating claims for customers in Argentina

Z-Track is Zurich Argentina’s 100 percent digital and automated tool for handling automotive claims, available 24 hours per day. Z-track makes claims more transparent, for example, giving real-time alerts to help customers track the progress of their claims, and streamlines the process end to end. The customer uploads a simple notice of loss, chooses the most convenient body shop and conducts a fully digital, video-based car inspection. In addition, the tool offers the flexibility for the customer to choose their preferred contact method, including human assistance when needed. Z-Track’s impact on our business is demonstrated by our happier customers, with transactional net promoter scores (TNPS) moving from a score in the 30s to above 50 points in the last two years.

20+ points

gain in TNPS scores in past 2 years

Settling claims on the go with Hello Zurich

Hello Zurich is a video calling tool that allows Zurich to connect with customers digitally on a more personal and efficient level, helping to build trust from day one. It enables claims handlers to capture visual information about the claim, allowing them to assess and evaluate claims in real time and make instant decisions to support quicker settlements.

In the UK, Zurich has seen a five-fold rise in the number of customers using Hello Zurich, while claims times have been cut to an average of just 13 minutes for customers using a separate WhatsApp messaging option. The channels significantly reduce time and hassle for customers and eliminate the need for long email exchanges.

13 minutes

claim time after introducing WhatsApp and video customer channels

Empathy training buoys customer service scores at Zurich UK

The retail protection business has seen customer satisfaction scores surge following empathy training, which focuses on identifying each customer’s preferred communication style so they can tailor the call accordingly. Developed with professional coaching experts, the bespoke training program took more than 3,000 hours over six months to design and implement.

Ninety-two percent of customers who provided feedback since the training was launched have scored agents with a nine or 10 out of 10 for helpfulness.

The training has been so successful that Zurich UK’s SME team is now training colleagues to handle brokers’ queries in the same way. The program will also be rolled out globally with more than 21,000 employees across the business expected to complete the training.

3,000 hours

over six months to develop and implement empathy training

Simplification

Zurich Edge: re-engineering insurance for Asia Pacific

Zurich Edge brings our products and services directly to customers – embedded in their digital lifestyle, at any time and in any place. This new suite of technology capabilities, encompassing an open architecture full-stack platform and Zurich’s API exchange, is leveraged alongside Zurich’s global platform and insurance expertise to provide partners and their customers with a refreshed, seamless and elevated approach to insurance – across all Asia Pacific markets where Zurich currently operates. It taps into a growing trend of digitally embedded protection solutions as partner companies seek to integrate distinctive offerings into their online ecosystems and provide customers with relevant products and services through a streamlined one-stop-shop experience. Embedded insurance channels are expected to make up more than 30 percent of all property and casualty (P&C) insurance transactions globally by 2028.¹

>30%

expected proportion of global P&C insurance transactions via embedded insurance channels by 2028¹

¹ Source: EY report ‘How insurers and new entrants can take advantage of embedded insurance.’ (April 2023)

Innovation

Exploring wellness through AI: a new dimension in personal health

In the post-COVID-19 era, understanding and maintaining personal health and wellbeing has become more crucial than ever. To this end, Binah.ai, a pioneering startup, is leveraging artificial intelligence to offer innovative wellness insights through video analysis. This technology, accessible via smartphones, tablets, or laptops, helps users gain a better understanding of various wellness indicators such as heart rate and stress levels.

LiveWell by Zurich is at the forefront of integrating these advancements into their digital experience. LiveWell has utilized Binah.ai’s cutting-edge technology to create Vitals Check, an advanced feature currently in its beta testing phase.1 This feature provides users with valuable insights into aspects of their wellbeing using just their smartphone camera.

Empowering our employees to innovate

After 10 successful cycles, in 2023, Zurich launched a new edition of its internal innovation program Make the Difference. The immersive program, which now includes collaboration with the University of St. Gallen, lasts nine months and is designed to equip high-potential, talented employees across the organization with the skills, education and experiences to help accelerate the execution of Zurich’s strategy. Participants in the program apply their knowledge to hands-on projects, such as the Zurich Innovation Championship and regional sustainability projects.

The program continues to evolve and will expand its reach in 2024 to further increase the speed and impact of strategy execution and innovation by empowering our employees.