This week, we recognize the 2020 Bravissimo winning teams and their outstanding achievements that made a significant and lasting impact on our company in 2020. Leading up to their virtual celebration later this month, we’ll be highlighting each winning team here on the intranet to showcase their outstanding work.
Today we are showcasing Claims Digital Engagement, Digital Leaderships and Introduction of chatbot within IFC teams.
Claims Digital Engagement
Nominated by: Karen Boyd
Project Winners: Keilla Costa, Nara Falcao, Nesrine Moulay-Abdallah, James Benoit, Noah Neustadt, Thiago Arantes, Marie Caines, Alice Mielcarek, Christina Sabatino, Olivia Millet, Barthelemy Legros, Teresa Rosato, Alexandre Morin, Simon Lamer, Maïly Huynh Lapointe
The Claims Digital Engagement has always been instrumental in delivering on our promise to get customers back on track as quickly as possible. Since the pandemic began, the team developed multiple new features to ensure that customers could interact with the claims team digitally. This meant mobilizing teams to deliver new features and mobilizing staff to implement new processes all while moving to a new work from home environment.
Thanks to their incredible hard work, the project team achieved the following milestones:
- 21,371 auto claims were submitted digitally in 2020 (22% of first loss submissions coming digitally for belairdirect)
- 3,245 property claims submitted digitally as the feature was deployed
- 40% of mobile claims used the photo submit feature during the FILO (First Loss) process & 28% of active claims had the photo module used (44% of appraisals being completed nationally)
- 63% of FILO claims came with documents attached (launched in the mobile app in November 2020)
- 97% of customers reported that FILO was easy to use
- 90% of customers report that they were satisfied with their online experience after completing FILO
Digital Leaderships
Nominated by: Domenic Naccarato & Marie-Pierre Leclerc
Project Winners: Isabelle Pouliotte, Alexandre St-Laurent, Bernard Jean, Alexandra Pinsard, Evelyne Lepage, Marika Sylvestre, William De Oliva, Elie Assaly, Iris Murillo, Jonathan Campbell, Steven Kim, Marc-André Tassé, Alexandre De Billy, Harjote Panesar, Brigitte Martinez
One of our strategic priorities at IFC is to have three out of four customers digitally engaged. In 2020, the team worked towards this by finding creative solutions and demonstrating digital leadership. Together, they achieved the following key milestones at belairdirect:
- A record year in digital acquisition with more than 70% of quotes driven by the web. This included:
- a 7-point increase in car insurance quotes year over year, with 72% of them done online, and
- a 10-point increase in home insurance quotes year over year, with 55% of them completed online.
- These results brought double-digit growth in web sales volume year over year:
- 48% of car insurance sales were initiated on the web (an increase of 8 points over 2019)
- 30% of home insurance sales were initiated on the web (an increase of 7 points over 2019).
- We started 2020 with 59% of customers having Client Centre accounts and in January 2021, we reached the milestone of having 75% of belairdirect customers with a Client Centre account.
Introduction of chatbot within IFC
Nominated by: Audrey Tailleur & Dany Simard
Project Winners: Éric Ricard, Vito Barbara, Pascal Paré, Alexandre Brochu, Gabriel St-Hilaire, Mathieu Bertoux, Martin Danis, Claudio Rubbo, Philippe Corriveau, Candace Grinnell, Diane Le Nuz, Hesam Farsaie, Derek Hulley, Simon Brûlé, Marc-Antoine Fiset
In contributing to IFC’s digital strategy and Belair’s vision of Insurance Simplified, this team introduced a chatbot technology within the organization, offering a new communication channel to our customers and Encouraging customers to engage with us digitally. The initiative included the Implementation of the tool first for belairdirect in May 2020 and then for Claims (both belairdirect & Intact) across Canada.
Chatbots were initially available on the web site for self-serve and then expanded to mobile to meet customer expectations of 24/7 live communication. The chatbot is now a conversational tool and redirects the clients to the online tools for those looking to do it themselves and enabling agents and adjusters to focus on those who need assistance or have more complex transactions.
The hard work of the Chatbot team has led to amazing results, including:
- Currently close to 50k chatbot sessions per year. Expected to increase significantly in 2021.
- 45% of the chatbot sessions are currently 100% handled by the bot
- 80 employees (DD & claims) benefit directly from the chatbot every day and more broadly 800 agents at DD level and 2300 adjusters in claims.
- An anticipated saving of 35% of chat agent/adjuster time
- Good reception of the clients that are satisfied by this new channel of communication: 75% rated the tool ‘good’ or ‘great’
