After years of research and development, the new mobile-friendly platform offers an improved user experience, featuring streamlined navigation, educational resources, and live chat capabilities for real-time assistance.
The portal allows users to upload documents more efficiently, with personalized checklists that specify the required materials for each claim type. A newly designed claims status bar provides real-time updates as claims progress, and customers can receive notifications via SMS, email, or through the portal.
Alongside the portal, Allianz Partners has advanced its use of claims automation. Over the past decade, the company has integrated Robotic Process Automation (RPA) to expedite claims handling. In 2024, Allianz is replacing RPA with AI-powered technology that enables faster claims processing, including auto-pay for certain claims. Despite the automation enhancements, Allianz assures customers that only human agents will deny claims, following a thorough review.
Maggie Butler, director of customer experience at Allianz Partners USA, said: “The adoption of this new technology will continue to increase the velocity of the claims adjudication process, and will greatly enhance customers’ experience with us. We’re proud to continue being a leader in the travel insurance industry, and understand that we must continue to innovate in order to meet ever-changing customer needs.”
