The Baloise Group is more than just a traditional insurance company. The changing security, safety and service needs of society in the digital age lie at the heart of its business activities. The 7,900 or so employees of Baloise therefore focus on the wishes of their customers. The best possible customer service, combined with innovative products and services, makes Baloise the first choice for people who want to feel ‘simply safe’. Located at the heart of Europe, with its head office in Basel, the Baloise Group is a provider of prevention, pension, assistance and insurance solutions. Its core markets are Switzerland, Germany, Belgium and Luxembourg. In Switzerland, the Group also operates as a specialised financial services provider, offering a combination of insurance and banking services. The Group offers innovative pension products to retail customers throughout Europe from its competence centre in Luxembourg. Bâloise Holding Ltd shares are listed in the main segment of the SIX Swiss Exchange.
The EasyAsk project team received the special award at yesterday’s award ceremony. The project, which makes customers’ lives considerably easier when it comes to claims handling, played a decisive role in securing the award. “The EasyAsk project has helped us to radically simplify claims handling for our customers – something which, you could say, is at the heart of our service mandate as an insurer,” explains Mathias Zingg, Head of the Claims Department at Baloise and member of the Executive Committee in Switzerland.
How does EasyAsk work? Where any queries arise when processing claims, the customer receives a personalised link by text message or email. This takes the customer to a web-based, dynamic questionnaire where they can answer questions, upload images and provide digital signatures directly from their smartphone, whenever it is convenient for them. The customer receives only questions which are relevant to them and can complete the questionnaire in just a few clicks. “This new approach allows customers that have submitted claims online in particular to remain in the digital process without any media break,” says co-project manager Pascal Jenny. “That’s a win-win situation, both for our customers and for us. Customers can decide themselves when they want to answer questions, and can do so using a really easy questionnaire. We, on the other hand, improve our turnaround time considerably thanks to the quick response rate, and gain structured data for efficient follow-up processing”, adds co-project manager Kevin Häner.
The project was taken from idea to realisation in just a few weeks in collaboration with the start-up Denkpark GmbH and Baloise’s Innovation Development team.