Sep 10, 2018

Leading Innovations in Claims and Customer Experience

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Allianz Worldwide Partners is constantly evolving ways that travel insurance can better protect the customer’s travel experience from end-to-end. As a technology forward company, we’re reimagining travel assistance in the digital age.

Across the insurance industry, filing claims can sometimes be a big pain point and frustration for consumers. To streamline our process, we’ve rolled out a suite of innovations to make filing a travel insurance claim and receiving payment more convenient for our customers. 

Our launched improvements enable customers to receive almost immediate direct deposit payments, use simpler forms, and file and track claims on-the-go using their mobile devices. Watch the video demonstration.

Making Claims Faster and Easier

Now when our customers file a claim, they have more choices for preferred payment methods, including direct deposit, a mailed check, and coming as early as May, a debit card deposit option. Once a claim is approved for payment, direct deposit reduces the time it takes to receive payment to as little as one or two days. Currently about one-third of our customers are choosing the direct deposit payment option when they file.

We’ve simplified our claims forms to be more intuitive and easier to understand and use.  The redesign should help customers complete the requested information faster, more accurately and with fewer questions.  It should also help consumers avoid payment delays caused by incomplete claim forms.

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File Claims On Any Device

Consumers also now have the option to file travel insurance claims a number of ways, including on the company’s AllianzTravelInsurance.com website using any connected device, through paper forms or now through the company’s TravelSmart mobile app. The TravelSmart app now includes a “Claims” button that can be used to file and track them.

The ability to file claims on mobile devices using easier-to-understand forms and to select direct deposit should significantly reduce the time spent filing and waiting for payment.  Some customers may receive payment within 48 hours of filing a claim.

“We’re proud to roll out innovations that will reinvent the Travel Protection industry,” said Joe Mason, Chief Marketing Officer at Allianz Worldwide Partners USA. “Now consumers can file travel insurance claims faster and easier and will be reimbursed almost immediately. These improvements to the customer experience are just the beginning of the exciting innovations we have planned.”

Stay tuned for more technology and customer experience initiatives...

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Terms, conditions and exclusions apply.
Insurance benefits underwritten by BCS Insurance Company or Jefferson Insurance Company, depending on insured's state of residence. Plan(s) may not be available in all jurisdictions. Allianz Global Assistance and Allianz Travel Insurance are brands of AGA Service Company. AGA Service Company is the licensed producer and administrator of these plans and an affiliate of Jefferson Insurance Company. The insured shall not receive any special benefit or advantage due to the affiliation between AGA Service Company and Jefferson Insurance Company. Non-­Insurance benefits/products are provided and serviced by AGA Service Company. Consumer may be responsible for charges incurred from outside vendors for assistance or concierge services. Contact AGA Service Company at (800­) 284-­8300 or 9950 Mayland Drive, Richmond, VA 23233 or customerservice@allianzassistance.com.

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