How digital insurance cards relieve the service centre and increase customer loyalty

As in many other markets, the insurance market is highly competitive. Like other companies, insurance companies must take account of changing customer requirements in order to remain competitive. It is therefore important for insurers to drive forward the digitalisation of company processes, expand customer communication and customer care and adapt their services to the rapidly changing digital world. One simple solution that is gaining in importance in this context and solves a number of pain points is the digital insurance card. It relieves the service centre and increases customer loyalty. Find out how in this article.

Reduction of enquiries

Customers take out insurance to be covered and protected in the event of an emergency. Ideally, they are rarely needed. Insurance documents and information are often piled up somewhere at home. In the event of a claim, the insurance company's service hotline is contacted because very few people have the right number memorised on their phone. Digital insurance cards provide security at this critical moment when customers are hoping for rapid support. Insured persons always have all the information they need stored on their smartphone. With just a few clicks, they can get in touch with the right contact person or report a claim. This reduces the number of calls to the service centre and takes the pressure off employees.

Efficient claims processing

As customers can access their insurance information immediately via the digital insurance card on their smartphone, claims can be processed more quickly. Shorter waiting times contribute to a positive perception of claims processing and thus to customer loyalty. If the digital insurance card is also connected to internal systems, processes such as data management by customers can also be automated.

Better utilisation of resources

If the service centre is less busy with requests for insurance information, staff resources can be used for more complex enquiries and sustainable customer care. This improves the overall performance of the service centre and increases customer satisfaction.

Stronger customer loyalty

Speaking of customer satisfaction and customer loyalty, the claims report is often the only point of contact between the insurance company and the policyholder. Digital insurance cards allow insurers to regularly contact their customers, identify preferences and offer personalised offers and additional services based on these. All of this has a positive effect on customer loyalty and thus reduces customer churn.

Digital insurance cards in mobile-pocket

It's no surprise that digital channels and the move towards omnichannel are becoming increasingly important for insurance providers too. After all, customers have different preferences and habits when it comes to choosing the channel that suits them best. It is therefore important for insurers to be present in relevant channels. One of these is mobile-pocket.

Users store all their customer, membership and insurance cards in the wallet app. This means they not only have their regular customer benefits to hand, but also all relevant policy and contact details at their fingertips.

mobile-pocket is also a customer loyalty platform. Companies benefit from the fact that their customers digitise their cards in mobile-pocket: they stay in contact with their customers via the mobile-pocket platform and provide them with relevant offers and rewards. Well-known retail companies such as XXXLutz or MediaMarkt, banks such as the Raiffaisenbankengruppe and brands rely on successful relationship management with mobile-pocket. 

At a time when digital innovations are shaping the market, insurance companies should seize the opportunity to optimise their processes and offer their customers a first-class customer experience. We can help you do this. Get in touch with us.