| | Customers and MarketsCommunity, flexibility, quality, integrity and respectThe customer is always the focus of our actions. With
unique offerings, innovative service and high-quality
supplemental benefits, we emotionalise the process of
risk coverage, making insurance something that can be
experienced positively by our customers.
Community, flexibility, quality, integrity and respect are our
central corporate values. They inspired the creation of our new
assistance service UNIQA Companion. This innovative service
strengthens our position as leader in this area of the market and
as a pioneer in matters of customer care.
UNIQA Companion is already a reliable life assistant to over four million UNIQA
customers. At no cost and with no registration required, we
offer all members of the UNIQA family in Central, Eastern and
south-eastern Europe useful and product-independent information
on the topics of mobility, social issues, home, health and lifestyle. UNIQA Companion as constant, round-the-clock assistant
UNIQA Companion –
the advantages |
Our cross-border assistance service is available in person at 70 selected
service points or by telephone 365 days per year, 24 hours
per day in the customer’s native language via Companion
Hotlines. Carefully chosen employees assist our customers with
information on a wide variety of topics, such as fuel prices or
speed restrictions, weekend services of pharmacies or physicians,
weather reports or even restaurant guides and information on
local events in the customer’s region.
With the Companion, we have developed a new element of the
UNIQA brand and our world of advantages that is focused on
long-term customer relationships and maximum quality. This is
an expression of our desire to offer unique solution competence
and be an insurance company of the next generation. |
- Automatic access to the product-independent
assistance
services of UNIQA Companion is available
with no special registration to all customers who have
at least one insurance contract with UNIQA.
- The Companion offers information and organisation
services in the customer’s country and abroad, both by
telephone, via our European assistance network in the
customer’s native language, and in person at 70 select
service centres in seven countries.
- Extensive information can be obtained through a single call or visit, replacing
the need for lengthy searches at various sources.
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Proven weather warnings by SMS and e-mailOur electronic weather warning service has proven itself a
valuable
component of our innovative customer service. In 2007,
over 220,000 customers were given early warning by SMS and
e-mail of approaching regional weather conditions, such as heavy
rain, flood or storms, and were provided with recommendations
on how to prevent losses.
UNIQA and Raiffeisen Versicherung also set up free telephone
hotlines for storm warnings. Our experts advised customers in
insurance matters and assisted in the correct documentation of
loss claims, thereby contributing to the fastest possible claims
management. Partnership with a secure advantage
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QualityPartnership |
One of the central instruments with which we intensify our relationships with private customers as well as winning new customers is the QualityPartnership. This unique insurance and service package combines exclusive care and maximum transparency in regard to all insurance contracts and payment flows, with a first-class prevention programme for maintaining health and improving fitness. Currently over 370,000 customers profit from the advantages.
The customer and service programme “My secure advantage” offered by Raiffeisen Versicherung – Austria’s leading bank insurer – is also finding growing resonance among customers. For customers with at least two insurance contracts in different segments, this programme offers a 10% premium bonus in the absence of claims as well as support for surviving dependants at no extra cost, combined with a single charge for all contracts via the advantage account and access to all existing contract data at mein.raiffeisen.at. |
- To enter the QualityPartnership programme, private customers must have at least two contracts with UNIQA.
- Anyone with at least three contracts with an annual premium exceeding €1,000 receives PartnerPoints and attractive services from the health and safety area, including vouchers for a sports or thermal spa trip.
- The QualityPartnership guarantees active support by an exclusive advisor with an annual policy review for adapting the insurance protection to changes in the customer’s life situation, as well as the opportunity to receive up to €200 cash back if no claims have been filed.
- The financial control centre of the QualityPartnership is PartnerConto. The premiums due for all contracts are covered by a single monthly payment.
- Joining the UNIQA QualityPartnership automatically includes membership to Austria’s largest health programme, the UNIQA VitalClub with over one million members. Roughly 90 VitalCoaches work with a topnotch pool of experts to create individual fitness and health plans for QualityPartnership customers.
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Partnership with our customers is the motto by which we do business. Our advertising campaign in autumn conveyed how UNIQA understands this concept as an insurance of a new generation. “He is my partner. Not my pension plan.” is the message of the two Austrian skiing stars Marlies Schild and Benjamin Raich, as part of a campaign for our newest pension innovation. | New SuccessPartnership for commercial customers
Our SuccessServices |
We have combined the positive experiences in the
QualityPartnership for private customers with the specific
needs of our commercial customers in the form of the new
SuccessPartnership with a unique product design. This advantage
programme offers our over 120,000 corporate clients, freelancers
and farmers an opportunity to profit from innovative insurance
protection, as well as a wide range of need-based supplemental
and assistance services.
This includes the SuccessBonus, which guarantees the
SuccessPartner premium reimbursement that is graduated
according
to the premium volume and level of losses. At an annual
premium of at least €1,500 and low or no losses, commercial
customers receive a cash reimbursement of up to €500.
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- With the solicitor PLUSservice, UNIQA works in cooperation
with first-class solicitors’ offices in Austria to
provide all SuccessPartners with qualified telephone
legal advice at any time, guaranteeing immediate professional
assistance in critical situations.
- The weather warnings via SMS and e-mail offer
SuccessPartners severe weather warnings that apply
to their specific postal code region.
- The agricultural portal supplies farmers with important
region-specific weather information via SMS and
e-
mail, according to their personal preferences. Weather
forecasts tailored to the specific postal code region
as well as information on soil moisture, precipitation
and humidity are also available at any time via the
Internet.
- The MedPLUS24service provides a team of general
practitioners and specialised physicians to answer questions
on all health-related matters over a toll-free hotline.
- SuccessPartners are automatically members of the
UNIQA VitalClub and can take advantage of the services
for free or at specially discounted rates.
- Finally, the SuccessServices will include a new, GPSbased
vehicle fleet management system, including an
electronic trip log for companies and freelancers that
is currently in the design phase.
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Contracts and due dates at a glanceThe financial control centre for the contracts of a SuccessPartner is the SuccessConto, an online billing platform that offers commercial customers a comprehensive overview of all contracts, premiums and credits, account statements and due payment dates as well as personal customer data, all accessible at any time via www.myUNIQA.at
SuccessPartners can make use of whatever account and assistance services are most useful to them, from the solicitor PLUSservice, the weather warning and the agricultural portal for farmers, to the MedPlus24-hour service and membership of the UNIQA VitalClub.
Unrivalled as the top brand in customer familiarity and serviceOur pioneering work in the development of new product combinations
with added value and modern IT-supported services
is paying off. Among insurance customers in Austria, UNIQA remains
the top company, with the best brand value and unrivalled
customer familiarity. In the area of customer contacts, we also
achieved the largest shares of customers (30%) and primary
customers (18%) in 2007.
We were able to strengthen our leading position in the Austrian
insurance market during 2007. UNIQA was once again the top
company among Austrian insurers for 51% of the population. We
received top marks for company loyalty (57%), above-average
service (55%), friendliness (46%) and innovation focus (38%).
We continued our strategy of promoting our corporate identity
and standing as a quality brand through targeted sponsoring
activities
in 2007. Once again, we supported the Salzburg Festival
as one of the main sponsors, but we also sponsored the Operetta
Festival on the Mörbisch floating stage and exhibitions at Austrian
museums. Under the auspices of the ArtCercle, we made possible
the special exhibition “Chrome Jewels: Cars with History” at the
Technical Museum in Vienna.
In the area of sports sponsoring, we successfully continued our
partnership with Olympic skiing medallist and world champion
Benjamin Raich. The cooperation with famous athletes in Eastern
and south-eastern European markets contributed to additional
awareness of the successful UNIQA brand outside of Austria.
In brief
- Recipient of the RECOMMENDER award
As recognition of exceptional service and high brand
loyalty, we were honoured with the RECOMMENDER
award. This award acknowledges the willingness of
customers
to recommend a company or a product.
- Participation in the GEWINN trade fair
We presented our high competence in all insurance
and pension matters with a modern fair booth and a
qualified team of experts to roughly 14,500 visitors at
the European trade fair for capital investment in the
Vienna convention centre.
- Focus on nursing care provisions
As a leader in innovation, UNIQA is well prepared for
the growing interest in private nursing care provisions,
a topic of increasing importance for 83% of the Austrian
population, with our innovative nursing care offering
“Care & Advanced Preparation”.
- VitalTour 2007
With the UNIQA VitalTour 2007 of our VitalClub, we
started a tour for the purpose of spreading information,
entertaining and promoting activities for all aspects of
health, fitness and preparation for the future. As part of
the tour, our customers had the opportunity to win an
activity day with head coach Stephan Eberharter.
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