Reliably at the side of our customers
“living better together” is our promise to our customers. We are here for you not only in the event of a claim but also as a reliable partner in everyday life, providing support through our services and innovative solutions. Safety and trust are essential, especially in challenging times. We want to support our customers in (pro-)actively shaping their lives.
With the launch of our “UNIQA 3.0 – Seeding the Future” strategy in 2020, we revamped our customer service offering: In place of categorisation according to the classic insurance segments, the focus is now on the Retail, Corporate and Banking segments. This enables more targeted customer engagement across product boundaries and is intended to promote not only higher customer satisfaction but also premium growth. This is based on our strong brand, attractive products, efficient processes, digital services and affinity programmes. The ongoing digitalisation, combined with an omnichannel strategy, not only optimises our internal processes but also significantly enhances the customer experience.
Our new strategy “UNIQA 3.0 – Growing Impact” (see “Growing Impact”: UNIQA’s new strategy for more details) intensifies these measures to sustainably achieve our overarching goals.
Retail: growth and customer focus
In the Retail sector, our strategy focuses on strengthening our market position in Austria, particularly in health insurance, while achieving profitable growth in CEE. The UNIQA Customer Platform (UCP) acts as the central digital sales platform to support this. We are creating a solid basis for sustainable growth through standardised processes, attractive offers and hybrid sales channels. Mavie Holding, founded in 2022, is playing a central role in the development of the company into a comprehensive healthcare provider.
In Austria, our focus is on securing and expanding our market leadership in health insurance, increasing profitability in property and casualty insurance and stabilising the life insurance portfolio. With the myUNIQA app, currently being used by more than 640,000 customers, we offer an intuitive platform for all insurance-associated agendas – from taking out a policy to reporting a claim. Digital services such as the real estate platform “Rudi” (Rund-um-deine-Immobilie) and the new modular car insurance product “Auto & Frei” enable flexible, tailored insurance solutions. Modular tariffs play a decisive role, particularly in the context of inflation, as customers can choose the services they really need. The success of these new product offerings is evident, not least from the fact that our product “Privatschutz Wohnen & Freizeit” once again emerged as the winner in a 2024 test conducted by “KONSUMENT”, the magazine published by the Consumer Information Association.
A central element in all of this is our individualised customer approach. We use customised digital campaigns to reach young customers between the ages of 18 and 30. The “Junges Wohnen” (young living) landing page, displayed via Willhaben, features imagery tailored specifically to this target group and includes an integrated online calculator for home insurance. “Next Best Action” – a digital tool for more efficient customer care as part of the UNIQA Customer Relationship Management platform, which we launched as a pilot in September 2024 – also serves the same goal. It has been available to the entire exclusive distribution network since March 2025 and uses data-driven analyses to provide targeted sales recommendations for advisors.
At the same time, we are strengthening our physical sales structure by not only expanding our network of general agencies and field sales representatives but also supporting them with modern online presences. We have now completed the roll-out of the individualised websites for agencies and service centres with the go-live of around 360 location websites. Since the beginning of 2025, our field sales representatives have also been successively given “digital advisor profiles” to strengthen their digital interaction with (potential) customers.
In the CEE region, we are making targeted use of the potential offered by the continued low insurance density and EU convergence. A particularly important role, both here and in Austria, is played by our omnichannel strategy, which aims to provide customers with a seamless and consistent experience across all points of contact. The digital customer experience in particular is becoming increasingly important.
In SEE6, UNIQA International’s third-largest region, which includes Bosnia and Herzegovina, Bulgaria, Croatia, Montenegro and Serbia as well as Romania since 2024, we are tapping into the existing growth potential by consistently continuing the strategy that has already proven itself in recent years: regional governance, process optimisation and the use of synergies.
Banking: market expansion and digitalisation
With generally closer cooperation as a basis, we would like to further strengthen the sale of our products via partner banks and increase market penetration in this area. The focus is on standard products: In Austria, we mainly offer property insurance through this channel; in CEE, we also offer life insurance and bundled products as collateral for loans. This means we need to simplify our product portfolio in this customer segment as well and adapt to changing customer needs. We are also striving for greater digitalisation, as in the other customer segments. In both Austria and CEE, we rely here on standardised digital sales platforms such as the UNIQA Customer Platform (UCP) and in CEE on mobile banking applications, from which we jointly offer financial services and insurance solutions from a single source. The aim is to enhance our presence further through apps and other solutions, such as the sale of standardised products over the phone.
Corporate: innovative products and ESG focus
For corporate clients, we are focusing even more consistently on customised solutions, risk engineering and ESG-compliant products. The year 2024 was characterised by crucial developments. We were able to increase profitability and strengthen our corporate client business through targeted portfolio reorganisation. The introduction of myUNIQA Business, developed by a cross-functional team, enables the digital management of insurance contracts. In addition, we launched UNIQA Sustainable Business Solutions, a comprehensive ESG consulting portfolio, offering a range of services and consulting options on topics such as climate resilience, cyber risks and sustainability as part of our 360-degree support. The topic of microinsurance is also on our roadmap for 2025.
In CEE, we are driving growth in the micro and SME business with standardised, modular product concepts and a digitally supported, sector-specific customer approach. Automated self-service solutions for micro businesses and industry-specific digital products in particular are opening up new market potential.
Focus: digitalisation and scaling
Digitalisation is and will remain a key growth driver for our business and the ongoing improvement of the customer experience. This is why we are constantly and consistently optimising our IT infrastructure and the internal processes based on it. For example, we are investing in a cross-border pricing software that enables more precise tariff structuring and strengthening our cybersecurity measures. Another innovative feature is the previously mentioned introduction of the AI-powered tool Next Best Action, which provides data-driven recommendations for customer engagement.
Digital direct sales are also becoming increasingly important: Customers can use myUNIQA to discover and take out new products and directly request a consultation appointment. UNIQA Messenger also offers a secure, simple communication platform between customers, advisors and the customer centre. We have also introduced a digital video consultation service, which is available from Monday to Friday between 8:00 a.m. and 8:00 p.m. in German and English. Online calculators, which make it easier for our customers to choose the right insurance for their individual needs, have also been very well received. In the meantime, in addition to travel insurance, household, property, legal expenses and, since 2024, accident, bicycle, and e-bike insurance can also be purchased online.
With all these measures, we are strengthening our market position in the long-term, increasing our efficiency and consolidating our position as a leading insurance company in our core markets.