Initio’s Award-Winning Innovation; Smart Claims
Crack the champagne – a toast to our focus on insurance claims!
We are incredibly proud to be recognised for our hard work and innovation with the 2024 Canstar Innovation Excellence Award, which honors our efforts in setting new insurance claims standards for convenience and efficiency in the insurance industry.
Initio stands out not just for its technology, but for its practical, impactful applications that significantly improve the customer experience. Let’s explore the technological innovations at the core of our submission, which we call Smart Claims.
Key takeaways
- Initio’s Smart Claims platform won the 2024 Canstar Innovation Excellence Award for improving the insurance claims experience.
- Customers can lodge and manage claims online through a digital dashboard, reducing paperwork and unnecessary phone calls.
- Real-time claim updates help customers stay informed throughout the claims process.
- During major weather events, Smart Claims works alongside initio’s Locatio technology to proactively identify and support affected customers.
- Technology handles routine administration so the claims team can spend more time helping customers when they need it most.
A fully digital, seamless claims process
Initio is one of the few insurance providers offering customers a 100% online claims process from start to finish, setting a new standard for convenience and efficiency in the insurance industry. Our Smart Claims platform eliminates the need for traditional phone calls to confirm details, handling everything online with ease and precision. This approach not only simplifies the claims process but also significantly speeds it up, allowing customers to focus on recovery and rebuilding without unnecessary stress.
Key features of our Smart Claims process:
- Streamlined submission: Customers can submit claims quickly and effortlessly, without the traditional hassles of paperwork and long waiting times.
- Efficient claims management: Our system ensures claims are managed efficiently, significantly reducing wait times and allowing our staff to focus on expediting claim processing rather than making follow-up calls.
- Reduced need for customer calls: Our online dashboard’s transparency and instant access mean fewer calls are needed, making us more available to pick up when you do call. This enhancement significantly improves your experience while allowing our support team to assist you more efficiently..
Proactive customer support and real-time updates
During Cyclone Gabrielle, Initio leveraged its advanced mapping tool, Locatio, to proactively identify and contact customers likely affected by the disaster. This not only ensured timely assistance but also demonstrated our proactive approach to customer care.
Enhancements in customer support:
- Claim support and updates: Our efficient system freed up our claims consultants to provide personalized support, focusing on those in critically affected areas.
- Continuous availability: Despite the digital focus, our claims consultants remained available via phone for those needing personal interaction, further supported by continuous online chat and easy claim access.
- Transparency and real-time updates: Customers could monitor the status of their claims through their dashboards, which included detailed updates such as site visits by builders and a comprehensive communication history.
Initio’s offerings are not only innovative but also distinctly superior to what is currently available in the market, both domestically and internationally.
What makes smart claims different?
- Complete online management: Our website allows customers to fully manage their policies independently, from purchase to claims, providing unparalleled control and flexibility.
- Advanced risk assessment: Utilising data from Regional and Government Councils and updates from the LINZ database, we provide precise risk assessments, enhancing our underwriting process.
- Synergy of smart claims and Locatio: The integration of these technologies not only reduces administrative burdens but also accelerates claims resolution, improving overall customer satisfaction.
What the Canstar judges said about initio’s online insurance experience
The awards panel recognised that initio is the pioneering insurance provider in New Zealand. We enable customers to secure quotes, arrange cover, and file claims swiftly via a digital platform. They praised initio for its effective service that simplifies insurance management for homeowners, utilising technology to evaluate risks promptly and precisely.
The judges were most impressed by the ease and efficiency of receiving a quote with Initio. There was consensus around the judging table that this could be disruptive as other insurers look to adopt a similar approach.
Our ongoing promise
Initio will continue to refine and enhance our platform, committed to providing the finest digital experience available in New Zealand, ensuring our customers receive outstanding service tailored to their needs.
Frequently asked questions
What is Smart Claims?
Smart Claims is initio’s online claims platform that allows customers to lodge, manage and track their insurance claim through their dashboard, while still having access to real people for support when needed.
Can I still speak to someone during my claim?
Yes. While Smart Claims allows you to manage much of your claim online, our claims consultants are available if you need personal assistance. The technology is designed to support our team – not replace it.
What makes Smart Claims different from a traditional insurance claim?
Smart Claims reduces paperwork and unnecessary back-and-forth by allowing customers to lodge claims online, upload information digitally and receive progress updates through their dashboard. This gives customers greater visibility while freeing up our team to focus on providing support where it’s needed most.