The relationship between the Generali Italia insurance company and its customers is increasingly smart and digital. The latest news is that some operations are even feasible through a simple chat on WhatsApp, the text and voice messaging app that we all know and use on a daily basis. For example, it is now possible open a claim settlement procedure via WhatsApp. Those who need to report a claim relating to their car, home, accident and health insurance policies can in fact contact Leo, the digital assistant, at any time of the day or week. Through a series of questions designed ad hoc according to the specific case, the report is processed within a few minutes.
The novelty is not trivial, given that it will make the reporting of claims much faster and more agile: wherever they are, if the customer is able to access the connection, they can communicate in real time with the company, with the possibility of uploading photos and videos attached, as evidence of what was requested. In addition to the possibility of opening the claim through the WhatsApp channel, Generali has in fact implemented a new system based on artificial intelligence which allows automatic damage estimation starting from the images uploaded by customers and from the analysis of the BlackBox data. The assessment of the damage therefore takes place in a few hours, approximately four, and in the event of a positive outcome, the disbursement of any reimbursement will also be very fast, in approximately 60 minutes. With the possibility, obviously, of keeping up to date by contacting the virtual assistant on WhatsApp even later, at any time.
Leo can be reached on WhatsApp 24/24. “Being people's life partners – commented Francesco Bardelli, Chief Business Transformation Officer and Massimo Monacelli, Chief Property & Casualty Officer of Generali Italia – also means anticipating their needs by designing solutions and services that improve their daily lives, and that guarantee greater prevention, protection and assistance. From this point of view, we believe that the data, for which we have foreseen the acceleration of the evolution of their architecture by exploiting the strategic partnership with Googleare fundamental. Using WhatsApp, one of the best known channels, to ensure rapid and effective communication, is another innovative and technological tool at the service of our policyholders, who have already used and appreciated it thousands of times in recent months and which allows even more the role of our agents”.
