Alm. Brand
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Alm. Brand | Digital Damage Report
Alm. Brand has invested in digitizing and automating the damage reporting process through the use of robot technology to help customers access the claim part of our self-service platform. We have a desire to make it as easy as possible to report damages by reducing free text fields and cutting out all unnecessary parts of the flow for the majority of cases that can be digitized end-to-end. Today, customers can report damage around the clock at Alm. Brand web platform, built on Optimizely. Danish Tidligere anmeldte hovedparten af vores kunder skader ved at ringe til Alm. Brand kundeservice. Kunderne har haft mulighed for at anmelde digitalt, men anmeldelsesflowet var præget af standardformularer, der krævede lange beskrivelser i fritekst, upload af billeder i bestemte formater og en kundeoplevelse, der havde et stort forbedringspotentiale. Alm. Brand har de sidste 24 måneder arbejdet på at styrke den digitale skadeanmeldelse på vores selvbetjeningsunivers Mit Alm. Brand bygget på Optimizely. Ved at gøre det nemt og hurtigt, at anmelde skader digital, så kan antallet af telefonopkald reduceres og skadesprocessen kan digitaliseres og effektiviseres. På den måde vil langt størstedelen af Alm. Brands kunder kunne anmelde skader digitalt, og kundeservice vil have kortere ventetider til de sager, der er mere komplekse og, hvor det er vigtigt for kunden, at have dialog med os. Alm. Brand har investeret i at digitalisere og automatisere processen gennem brug af robotteknologi til at hjælpe kunderne ind på selve skadesanmeldelses delen af vore selvbetjeningsplatform. Vi har et ønske om at gøre det så nemt som muligt at anmelde skader ved at reducere fritekst-felter og skære alle unødvendige dele af flowet fra for den majoritet af sager, der kan digitaliseres end-to-end. I dag kan kunderne anmelde skader hele døgnet på Alm. Brands webplatform, bygget på Optimizely. Det taget et par minutter at anmelde en skade, og løsningen er udviklet i et mobile first design, så det er muligt fra mobilen at skadesanmelde. Vi skal ikke bruge fritekst eller billeder, men stiller de spørgsmål, som gør os i stand til at vurdere skaden og skyldsfordeling ud fra nogle valgmuligheder. Det danner grundlag for automatisk skadebehandling. Desuden får hovedparten af kunderne øjeblikkelig information om, hvad de skal gøre og afklaring på skaden, så kunderne kan få udbedret deres skade. Alm. Brand arbejder agilt, hvilket betyder at vi har udviklet vores løsning iterativt med daglig feedback fra de kunder, der anvender løsningen. Denne feedback er sammenholdt med datarapporter fra PowerBI og Googles Data studio med til at give et samlet overblik over vores kunders behov og ønsker, hvilket benyttes til at forberede og planlægge nye forbedringer, der er tilpasset kundernes feedback og behov baseret på datarapporter og kvantitativ feedback med det digitale feedback-værktøjet Get feedback. Alm. Brand har organiseret udviklingsarbejdet i en variant af den såkaldt Spotify-model, hvor de enkelte Squads arbejder på forskellige dele af applikationslandskabet. De teams, der har arbejdet med skadesanmeldelse, er tværfagligt sammensat, og består af udviklere, integrationsarkitekter, UX- og servicedesigner, skadebehandler, tester, forretningsanalytiker, Scrum Master og Product Owner. På den måde er der i hvert Squad en stor forretningsforståelse, der sikrer, at der udvikles gode løsninger til vores kunder samtidig med, at løsningerne tager hensyn til skadesbehandlernes hverdag og arbejdsopgaver og sikrer, at løsningerne kan digitaliseres end-to-end. Den digitale kundetilfredshed måles på alle skadesanmeldelses-flow. Her kan kunderne i forbindelse med en selvbetjening angive, hvor tilfredse de er med den digitale løsning. Her har 91% angiver 4,5 ud af 5 stjerner. De sidste to år, fra februar 2020 til februar 2022, er antallet af skader anmeldt digitalt på vores nye Optimizely platform steget med 671%. Dermed er antallet af skader flyttet fra den gamle selvbetjeningsløsning efterhånden som nye flow er implementeret på Optimizely og antallet af skader anmeldt på andre kanaler faldet. Hvor skader på Alm. Brands Optimizely løsning i februar 2020 udgjorde 2,33% af det samlede antal anmeldte skader den måned er den andel vokset til 26% i februar 2022. I samme periode er antallet af opkald til Alm. Brand er faldet med 50% for bilskader. Under stormen Malik den 29. og 30. januar blev stormskader på hus og indbo i 91% af tilfældene anmeldt digitalt via den nye digitale skadeanmeldelsesløsning på Optimizely. I forbindelse med stormen Malik varslede Alm. Brand kunder med en husforsikring: 137.000 kunder blev via e-mail kontaktet 6 timer inden stormen Malik ramte Danmark 196.000 sms’er til kunderne med forebyggende råd I varslingen var der henvisninger til digital anmeldelse Denne aktive kommunikation om at Alm. Brand er der for kunderne, hvis uheldet er ude, blev taget godt imod: Åbningsrate på 50,8% på mails 3.142 har læst mere om skadeforebyggende råd Indenfor de første 24 timer, kom ca. halvdelen af de digitale skadeanmeldelser fra mailen Antallet af manuelt behandlede bilskader er faldet med 70% de sidste 2 år. Dette skyldes i høj grad robot-teknologi, procesoptimeringer, forbedrede digitaliseringer og stærkere dataopsamling i de digitale kanaler. English (Google translate) Previously reported the majority of our customers injuries by calling Alm. Brand customer service. Customers have had the opportunity to review digitally, but the review flow was characterized by standard forms that required long descriptions in free text, uploading images in certain formats and a customer experience that had great potential for improvement. Alm. For the past 24 months, Brand has been working to strengthen the digital damage report on our self-service universe My Alm. Brand built on Optimizely. By making it easy and fast to report damages digitally, the number of telephone calls can be reduced and the claims process can be digitized and streamlined. In this way, the vast majority of Alm. Brand's customers could report damages digitally, and customer service will have shorter waiting times for the cases that are more complex and, Alm. Brand has invested in digitizing and automating the process through the use of robot technology to help customers access the claim part of our self-service platform. We have a desire to make it as easy as possible to report damages by reducing free text fields and cutting out all unnecessary parts of the flow for the majority of cases that can be digitized end-to-end. Today, customers can report damage around the clock at Alm. Brand web platform, built on Optimizely. It took a few minutes to report a damage, and the solution has been developed in a mobile first design, so it is possible to report damage from the mobile. We should not use free text or images, but ask the questions that enable us to assess the harm and apportionment of guilt based on some choices. It forms the basis for automatic claims handling. In addition, the majority of customers receive immediate information on what to do and clarification of the damage, so that customers can have their damage repaired. Alm. Brand works agile, which means that we have developed our solution iteratively with daily feedback from the customers who use the solution. This feedback is compared with data reports from PowerBI and Google's Data studio to provide an overall overview of our customers' needs and wishes, which is used to prepare and plan new improvements that are adapted to customer feedback and needs based on data reports and quantitative feedback with the digital feedback tool Get feedback. Alm. Brand has organized the development work in a variant of the so-called Spotify model, where the individual Squads work on different parts of the application landscape. The teams, who has worked with claims reporting, is interdisciplinary, and consists of developers, integration architects, UX and service designers, claims handler, testers, business analyst, Scrum Master and Product Owner. In this way, there is a great deal of business understanding in each Squad, which ensures that good solutions are developed for our customers, while at the same time the solutions take into account the claims handlers' everyday lives and work tasks and ensure that the solutions can be digitized end-to-end. Digital customer satisfaction is measured on all claims reporting flows. Here, in connection with a self-service, customers can indicate how satisfied they are with the digital solution. Here, 91% indicate 4.5 out of 5 stars. In the last two years, from February 2020 to February 2022, the number of claims reported digitally on our new Optimizely platform has increased by 671%. Thus, the number of damages moved from the old self-service solution as new flows are implemented on Optimizely and the number of damages reported on other channels decreased. Where damage to Alm. Brands Optimizely solution in February 2020 accounted for 2.33% of the total number of reported claims that month, the share has grown to 26% in February 2022. In the same period, the number of calls to Alm. Fire has dropped by 50% for car damage. During the storm Malik on the 29th and 30th. January, storm damage to houses and contents in 91% of cases was reported digitally via the new digital damage notification solution on Optimizely. In connection with storm Malik, Alm. Brand customers with a home insurance: 137,000 customers were contacted via email 6 hours before the storm Malik hit Denmark 196,000 text messages to customers with preventive advice In the notification there were references to digital review This active communication that Alm. Fire is there for customers, if the accident is out, was well received: Opening rate of 50.8% on emails 3,142 have read more about injury prevention advice Within the first 24 hours, came approx. half of the digital damage reports from the email The number of manually treated car damage has fallen by 70% in the last 2 years. This is largely due to robot technology, process optimizations,