Live chat arrives on Allianz Claims Hub

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A new live chat feature on the Allianz Claims Hub will allow insurance brokers to have an online conversation with an expert motor claims handler.

The new functionality is the first in a series of digital enhancements that Allianz Insurance is planning to make to its claims hub. The live chat feature will provide brokers with the option to start a web chat and receive real-time updates on motor claims, including details of recovery and liability positions, repair authorisations, and payment schedules of claims.

Brokers will also be able to use the feature to arrange a motor engineer’s inspection or send documents to Allianz Insurance. The service will be available Monday to Friday and brokers will be able to receive a transcript of the conversation for their records.

The move follows the introduction of the Allianz Claims Hub earlier this year. The digital platform enables brokers and motor customers to report and track motor fleet and motor trade claims, in addition to Allianz’s usual phone and email channels.

Margaret Scott, head of claims strategy and customer experience at Allianz Insurance, commented: “I’m really proud to have launched Live Chat, which we believe makes us one of the first insurers to enable brokers to speak directly to a claims handler via a digital chat.”

“This is the next iteration in our roadmap of enhancements to the Allianz Claims Hub and I’m really excited about the great plans we have to further improve the digital channels within our motor claims journey.”

“We are confident that this will be a game-changer for our claims service delivery and it’s another important step in our digital journey to improve our customer communication by offering the human touch where it’s needed, through the most effective channels.”

Allianz Insurance appointed Graham Stait to the position of head of claims operations last month.

In his new role, Stait will be responsible for leading the development and delivery of the insurer’s claims operational strategy.

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Mark Dugdale is the editor of Claims Media. Mark welcomes articles, letters or feedback from readers and can be reached via mark.dugdale@barkerbrooks.co.uk