Solid foundation: UNIQA customer service

myUNIQA.at – the central online platform where every
customer can find all information about their policies
and transactions around the clock.

Solid foundation: UNIQA customer service

As a service provider, the central focus of the UNIQA Group is naturally on optimal and speedy customer service. State-of-the-art information technology and intuitive usability are the rule for all offers: from rapid and competent processing of inquiries and claims to the record speed of 48 hours for issuing policies and the most diverse and efficient information options available to customers. myUNIQA.at and the UNIQA medication compass are successful examples of this. As of 2010, UNIQA will also be one of the first insurance companies to execute all payment transactions in compliance with SEPA (Single Euro Payment Area) with the European debit order.

myUNIQA.at – service around the clock

The customer platform myUNIQA.at, launched in 2004, offers access to all important information on contracts and transactions, day or night. Customers have a perfect overview at any time of their contracts, claims and benefits – an attractive and convenient service already used by a total of over 200,000 customers. The confirmations of premium payments needed for the Ministry of Finance can be obtained online through myUNIQA.at and the portal is also the right place to go with complaints and suggestions. UNIQA is up-to-date with mobile benefits information in the event of a claim for all registered customers: the current processing status is sent via SMS or e-mail, e.g. when a claim amount has been transferred. Customers who have a UNIQA Customer Account (e.g. in a QualityPartnership) have access at any time to information about their PartnerAccount, claim-free bonus and PartnerPoints. In the PartnerPointsShop, these collected points can be exchanged for attractive services. And since mid-2010, UNIQA has been providing customers with a pdf free of charge documenting settlements from the private physician tariff.

Efficient customer relationship management continues: U.CIS becomes U.CMS

As the basis for optimal customer loyalty, the UNIQA CustomerInformationSystem (U.CIS) was implemented already in 2006 to depict a full view of the data on every insurance customer. In the meantime, the system has been further developed, and the innovative platform was renamed the UNIQA CustomerManagementSystem (U.CMS) for its 2010 relaunch. At the same time, the broker sales platform and all of its proven functions are now integrated into the new system. With the new U.CMS technology, UNIQA can react faster to customer and sales partner needs. The system comprises multiple tools for appropriate customer support: the customer compass, evaluation tools for sales campaigns, direct policy issuing and a scheduling system are just a few examples. Improvements for sales partners, such as electronic application submission for personal injury insurance and electronic account reporting via U.CMS, have been in place since July 2010.

The newly created cockpit view provides a complete overview for all customer information and customer management activities. The clearly organised customer profiles allow agents to immediately identify opportunities for customised and risk-appropriate premium determination as well as the cross-selling potential of the individual customers. This lays a foundation for better service quality and active customer management. This makes U.CMS a valuable instrument for sales and customer policy that secures critical advantages for the Group in working the market and for customers in terms of needs-based and high-quality support.