C-Level Insights

C-Level Insights

Michael Müller
Head of Corporate Division Switzerland

Michael Müller, Head of Corporate Division Switzerland

I’m incredibly proud of our employees. They are showing great willingness to embrace change and the potential is far from exhausted. They are working hard to put into practice the greater focus on customers demanded by the new Simply Safe strategy. Many new and innovative products have been launched in the first half of the year, all of which are helping us to enhance the customer experience. I am thinking here of watch insurance utilising photo recognition software, various insurance products for personal items, and online SME insurance that can provide a quote for comprehensive cover with just a few clicks. But what pleases me most is that these innovations have sprung from teams of employees and are not the product of a traditional top-down model. Our staff have taken the strategy to heart and every day are working on improving our services and making them simpler. So I’m hopeful that our customers will also soon see the benefits of the new strategy. It seems appropriate that the business model in Switzerland with insurance and banking is producing new growth year after year. The high proportion of insurance assets that are reinvested and the rapidly growing number of asset management accounts are proof positive that we can offer our customers the best of both worlds.

In conjunction with Movu – Switzerland’s biggest digital platform for home-moving services – we are venturing into markets where we will soon be able to offer services that go beyond traditional insurance.

In conjunction with Movu – Switzerland’s biggest digital platform for home-moving services – we are venturing into markets where we will soon be able to offer services that go beyond traditional insurance. Together we want to expand and enhance our business models. Brand new on the market is our first joint product, which we have christened ‘bad frog’. It’s insurance cover for those situations when Prince Charming (in this case your dream home) turns into a frog and not the other way around. Here’s how it works: if you move home and decide within the first three months that you made a mistake because, say, you don’t share your neighbour’s passion for early morning opera singing or your new job hasn’t worked out, we will cover the costs of a further move.

But there is a major obstacle in the road ahead. It demands that our employees show great openness to change. Even more emphasis is being put on customer focus. I’m talking here about the omni-channel approach. For customers, this means that they are free to choose how they interact with us and can switch between channels depending on what is most convenient for them at the time. Internally, this means that we will be improving how our sales activities knit together. We will be departing from traditional approaches and models. Although this will undoubtedly be a major transition for all employees, I am confident it will represent a great leap forward in the interests of customer focus and customer experience.