The market is constantly changing, the demand for products and services being more and more complex. A study carried out by McKinsey shows us that 84% of the executives who participated in the research believe that innovation is important for the growth strategy of their companies. Innovation refers to change made in order to improve the qualities of a product or service and is what businesses need most, whether it is for their survival or their success.
The advance of digitization has not only changed the way people communicate, but also their perception of time and expectations from every company they come into contact with. If many of today’s activities are just a click away, why couldn’t the same mechanism apply to unforeseen events? Following this worldwide trend, insurers launch innovative products and services, adopt business management solutions to facilitate relations with their partners and policyholders.
Groupama is the first insurer to introduce the Video Asist service in Romania, because it understood the value of time – both of its customers and its employees. Video Asist is an innovation based on a smartphone application, which facilitates and accelerates the process of ascertaining damages and carrying out risk inspections. Everything is done simply and quickly, remotely, by means of a video call.
The video assistance claim assessment option can be used for auto (CASCO, Agricultural Equipment, Construction Equipment) and home (ALEXA) insurance products.
Through the application, customers conduct a video conference with the claims inspector from Groupama, who guides them in order to register the claims file in real time, thus saving time and increasing the comfort level in times of increased stress. Customers only need to call Groupama Call Center to report the damage and be scheduled for a video call.
Online claims approval is another service that brings customers flexibility and time savings. The technical system behind the application represents an innovation for the local insurance market, a software robot being used to automate the approval process so that the time required to transfer notifications to the policy and claims administration system is greatly reduced.
Insurers are able now to approve claims online, simply and quickly, for Car Insurance – Casco and RCA; Life insurance; Property and home insurance and for liability, transport and special risks insurance.
Electronic signature is the tool allowing customers to sign online the insurance policies and documents without going to an agency, whether it’s a policy renewal or signing a new one. The process is simple, intuitive and does not require the installation of an application. All documents are signed in a single operation and each document can be consulted before signing, with the option to approve or reject it. After signing, the customer receives an envelope in electronic format with all the documents related to the insurance contract.
The virtual assistant Amelie, the chatbot permanently available on the company’s website, has expanded the ways of contacting and relating to customers. It is developed on DRUID’s conversational technology and answers questions from customers or visitors to the Groupama website, 24/7.
Amelie can provide useful information about the main product categories in the Groupama portfolio – Auto, Travel, Property and goods, Life or Health. Customers can find out more details about how these products can be purchased, what are the damage notification procedures and the necessary documents, settlement deadlines or details about emergency assistance. The information is constantly updated, with customers having the option to ask free questions or go through Amelie’s suggested topics in a guided way.
ÎntreabăMedic, the telemedicine service launched in the middle of this year by Groupama, offers the company’s policyholders medical advice in the form of micro-consultations, provided by real licensed doctors, via WhatsApp, Facebook Messenger, Telegram or SMS, with the help of a medical chat service which combines artificial intelligence and human interaction.
Through it, customers can ask questions about their health issues to receive personalized answers to help them make the best decision for their well-being, safely and comfortably, anytime, anywhere.
The service is offered in partnership with Abi Global Health, one of the pioneers of micro-consultation and medical referral services. It can be used by Groupama policyholders who have travel insurance abroad or in Romania, being automatically included in the basic package. The service is also available as additional insurance for Health Insurance – Hospitalization and surgery both Individual and Family and SME group.
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Write to us at relatii.clienti@groupama.ro or call our AloGroupama call center at tel. 0374 110 110 from Monday to Friday, between 8:00 a.m. and 6:00 p.m. or write to us directly on the website https://www.groupama.ro/contact or choose our network of agencies and collaborators.