UNION, a member of the Vienna Insurance Group reimagined its digital presence with a future-proof customer service portal that empowers clients to take full control over their administrative affairs 24/7. Their new app successfully boosted customer satisfaction rates and made the company’s service more appealing to younger generations.
Vienna Insurance Group (VIG) is one of the most significant insurance holdings in Central and Eastern Europe. The group defines itself as a pioneer in the insurance business and strives to stay at the top of its game by providing innovative insurance products tailored to client needs.
In that vein, UNION is keen on providing users on the Hungarian market with an ever smoother digital experience – and Supercharge was there to help them on this journey.
According to UNION’s research, when it comes to handling insurance-related issues, users expect instant solutions: instead of facing a client representative or waiting in the queue on the hotline, they prefer to actually grab the steering wheel to complete their administrative duties.
To empower users to take action, we created a straightforward and seamless mobile-first user experience that is handily available 24/7 for clients to manage their business on the go.
UNION has a complex product portfolio with a wide range of life and non-life insurance products. The tool we created was expected to provide access to every insurance product in UNION’s portfolio.
Our final solution doesn't only allow clients to handle all insurances that are currently available from the same app, but it’s also prepared to expand with the carrier’s future services.
When UNION introduces a new insurance product, it will be easily integrated into the application: users wouldn't have to compromise on the customer experience, as they would be able to rely on the same journey and workflow as before.
According to UNION, clients contact their customer service to sort out insurance-related issues about two times a year per each contract. Once they do so, they tend to seek help with one single task at a time. Changing addresses, reporting damage on a car due to an accident, or downloading one’s annual insurance coverage certificate are happenings that are very unlikely to come up simultaneously in a client’s life.
This ad-hoc character of insurance-related administration renders the whole process rather cumbersome for most users.
In the end, we didn’t want to ask users to create a profile they would only use two times a year. Instead, we flipped the usual user profile approach to an insurance-driven one.
In practice, this means that users first select the insurance case they need to deal with, then they authenticate themselves using their personal data and contract number. Once this is done, they find themselves right at the desired form, where we lead them through their case.
To ensure they succeed in their tasks, we needed to stick to plain language while leaving users alone with their administration. Insurance terminology can be confusing, so we strived to provide as clear instructions as possible.
The result is a win-win scenario for both UNION and its clients: the administration effort and frustration can be minimized while the efficiency and the feeling of comfort is maximized.
In-person administration might seem very old school, but it brings a layer of security to the whole process. To gain (and keep) the trust of clients, our goal was to make the administration as safe as it would be if each user were authenticated by a human.
We introduced two levels of authentication, allowing users to access a different granularity of sensitive personal information. To further maximize security and the feeling of trust, we kept inviting lower authenticated users to opt-in for the two-factor authentication.
UNION’s new digital tool is characterized by a carefully streamlined user flow and an informal, supportive tone of voice. It doesn’t leave clients in doubt and ensures they get all of their personal matters sorted within a couple of minutes.
With the new app, UNION was able to drive its customer satisfaction rates significantly higher and, at the same time, rejuvenate its image.
Its service can now reach a higher market share among the younger generations who consider having reliable digital access to their insurance affairs an absolute must when choosing an insurance partner.
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