Allianz Partners USA launches new claims portal and adopts AI

The redesigned site features educational content and an improved user interface. It also offers live chat capabilities on the filing pages, which allow customers to talk directly to an agent, and get their questions answered on-the-spot.

Document upload functionality has also been upgraded and includes a personalised list of required documents that are based on the type of claim being filed, to help eliminate confusion over what documents may be required when filing a claim. The claims status bar has also been reimagined for better visual representation of customers’ status, and it dynamically updates as the claim progresses through the process. Communication throughout the claims process has also been enhanced, and customers’ claim status can be confirmed through SMS, email or the claims portal.

In addition to the new claims portal, Allianz has continued to invest in claims automation to streamline processes and pay claims faster. Over the last 10 years, the company has continually increased its usage of Robotic Process Automation (RPA) bots, which interact with applications in a similar way as a human user would conduct the process.

In 2024, Allianz is replacing RPA technology with artificial intelligence (AI)-powered claims automation capabilities that can auto-pay certain types of claims.

“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,” says Maggie Butler, Director of Customer Experience at Allianz Partners USA. “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.”

Jodi Thomas, Head of Individual, SME, and Students at Allianz Partners recently spoke to ITIJ about the challenges of working across a range of international business types, within an expanding travel sector.