Year 2021 - CHALLENGES OF COVID-19 AND SOLUTIONS FOR INSURANCE INDUSTRY 保險業在新冠疫情下的挑戰與應對方案

21 2020 年刊與 2021 展望 YEARBOOK 2020 & PROSPECT 2021 The bizarre and tragic experience that disrupted all our lives over the past year shows signs of abating. The pandemic introduced remote working, social distancing, weird alternatives to hugs and handshakes, communications by digital means, intermittent social services closure and lockdowns, all of which have become the “new normal”. In the insurance sector, as in many other areas of business, the pandemic vividly demonstrated the value of digitalisation. A fast, secure and seamless digital experience is important for both looking after existing customers and for generating new business. This article looks at how QBE has accelerated its digital capabilities during the pandemic. To respond to this new dynamic presented by COVID-19, the QBE team has been working tirelessly to enhance the two platforms Qnect and eClaims for a better digital experience. Qnect, a one-stop agents’ portal used by more than 5,000 brokers and agents, grew significantly. Alongside, QBE introduced a generic eClaims portal for all insurance products where claims can be submitted and processed 24/7 on any device the customer chooses. The upgraded Qnect supports our business partners to drive growth through better customer engagement, increased efficiency and productivity by enabling them to perform instant and tailored quotations, renewal and policy management including claims. It helps track the full lifecycle of each policy, including payments to claims status. Importantly, they can submit claims and track claims status to speed up turnaround times and thereby enabling timely support and quality service delivery to their customers. This enhanced solution has further broadened our value proposition to business partners, intermediaries and in turn our customers. Qnect accounted for more than HK$440 million of transactions – with over 178,000 new business policies issued between 1 January 2019 and 31 December 2020. While 76% of claims processed through eClaims were paid in less than 3 days and claim payments were settled two times faster as opposed to paper form submissions from 1 March 2019 to 31 March 2021. Claims is one of the most important customer touchpoints – a moment of truth where we can exhibit our duty of care and support. We are committed to provide a seamless claims process that will help them get back on their feet quickly. At QBE Hong Kong, we stand by our customers and business partners when they need us most. There are seven principal ways we do that: 1. Simple and automated claims through direct customer touchpoints 2. Claims submitted, processed, and paid anytime, anywhere and on any web-based device 3. Globally renowned quality assurance and standards in claims handling 專題探討 FEATURE QBE Qnect and eClaims digital platforms help drive business and offer uninterrupted claims experience during the pandemic