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

22 2020 年刊與 2021 展望 YEARBOOK 2020 & PROSPECT 2021 4. Performance dashboards leveraging data and analytics to provide real-time claims monitoring and tailored reports 5. Automated payments for simple and legitimate claims 6. Access to an ecosystem of supply chain partners to support and enhance your claims experience 7. Backed by a good credit rating and strong risk controls providing the confidence our customers need to achieve their ambitions QBE introduced eClaims in late 2018 to cover travel, domestic helper and motor insurance products in Hong Kong. Since then, it has expanded to include motor and home insurance. The new Motor eClaims platform enables our customers to directly file motor claims on any device, 24/7. It also connects customers to QBE’s panel garages’ network and appointed adjusters in one single touchpoint. These garages are familiar with QBE’s claims process and our quality assurance measures ensure best-in-class repair service delivery for customers. QBE also uses an international surveying firm that combines artificial intelligence, local parts and labour data along with car repair collision logic to inspect and adjust repair quotations for competitive repair costs. This ultimately minimizes claims costs, which in turn helps to keep motor insurance premiums down for our policyholders in the long run. Customers who use QBE’s panel garages can also enjoy exclusive benefits such as 24/7 free towing service, no upfront payment, guaranteed repair experience with 12 months warranty on repairs authorised by QBE, the appointed adjuster will contact in less than 4 hours, inspection booking as soon as within 3 days to free Ozone sanitising service considering COVID-19, additional NCD protection and more. During the pandemic, the frequent use of our home makes comfort a priority for everyone in the family. In January 2021, we introduced a new All-In-One Home eClaims. This enables customers to manage both home claims and repairs simultaneously. It connects and auto-matches our customers to QBE’s network of adjusters and panel home contractors, who will contact customers within four business hours to arrange a home survey. QBE’s panel home contractors are licenced industry experts and charge at a fair and reasonable cost. It not only provides greater ease and convenience, but also relieves their financial burden as no upfront payment is required and any repair work carried out by our panel contractor will include a 12-month warranty. QBE’s entire claims process is now fully digitised. Automating the claims process allows our people to spend more time with customers that have more complexed claims – where the human touch is truly needed. It means customers can now benefit from instant assessments, faster claims settlement and able to return to normal daily lives quickly. With 2021 earmarked for digitalisation, our goal is to stay on this track, and roll out e-claims fully across both personal and commercial lines. Through this, we hope to strengthen our digital core and branch out into driving digital adoption across the rest of our business. Eve Fung Head of Claims, QBE Hong Kong 專題探討 FEATURE