Allianz Partners Launches New Universal Claims Portal With AI Capabilities

17.09.2024 - 21:11 / travelpulse.com / Laurie Baratti

Allianz Partners USA has just launched a new Universal Claims Portal designed to make the travel insurance claims process simpler and more efficient. After years of customer research and development, the revamped portal features a mobile-friendly interface, enhanced functionality, and streamlined processes that aim to improve the overall user experience.

The completely redesigned platform offers a range of customer-centric features, including clear educational content and a more intuitive layout. One of the most notable upgrades is the introduction of live chat capabilities on the filing pages, which enables customers to connect directly with an agent for real-time assistance. According to the company, early customer feedback on the new features has been overwhelmingly positive.

To further facilitate the claims process, Allianz Partners has upgraded its document upload functionality. Users can now receive personalized lists of required documents tailored to the specific type of claim they’re filing, which helps to reduce confusion over what documentation is needed for each individual claim. The claims status bar has also been reimagined to provide a more dynamic visual representation of the claim’s progress, with status updates as it goes through the process. Customers can now track their claims through SMS, email or directly via the portal, ensuring they are kept informed every step of the way.

A screenshot from Allianz Partners USA's Universal Claims Portal. (Photo Credit: Allianz Partners USA)

In addition to the improved claims portal, Allianz Partners continues to invest in cutting-edge technology to streamline and speed up claims processing. During the past decade, the company has gradually increased its use of Robotic Process Automation (RPA) bots to handle certain tasks in a method similar to what human users would apply. 

Starting this year, Allianz plans to replace some of its RPA systems with more advanced AI-driven claims automation capabilities that will allow for faster claims processing, including the ability to automatically pay out specific claim types. Despite the increased use of automation, Allianz Partners ensures that only human agents will review and deny claims, following a thorough assessment of each case. 

“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,” said 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.”

Allianz Partners offers travel insurance through a broad