QBE Announces TextQBE
QBE North America announced the availability of TextQBE, a virtual assistant for the claims process. With the new feature, some customers reporting claims will receive immediate responses from the TextQBE assistant, which will guide them through the claim process in a “quick and simple fashion.”
The “intelligent conversation platform” is the product of Hi Marley and QBE is the first carrier to integrate the solution with its core insurance system to enhance the claims experience for customers. QBE is currently expanding usage of the platform based on initial positive results, and is exploring innovative ways to use it.
TextQBE proved helpful during the 2018 California wildfires, where Claims Professionals couldn’t reach customers on their land line phones because they were destroyed along with the rest of the home. With the platform, QBE Claims Professionals could text customers right away.
“We know that speed and convenience of communication is key to delivering the experience of excellence for our customers, and this intelligent conversation platform helps us take it to the next level. We’re able to give customers the option to communicate how they prefer, and the virtual assistant’s “intelligence” enables us to offer customers the answers to simple questions about deductibles, receipt of photos and other documents rapidly on a mobile device.” – SVP, Technical Operations, QBE North America, Alyssa Hunt.
“Everything we do is with our customers in mind. The claims environment has evolved, and we are responding to customers who have become accustomed to receiving information in real-time, on a mobile device. Customer satisfaction scores through the service have averaged 4.6 out of 5 – many with comments such as ‘great customer service, fast and friendly, answered all my questions.'” – SVP, Claims, QBE North America, Eric Sanders.
“We are thrilled to work alongside an innovative leader like QBE to integrate our solution with their core claim handling platform. Their team is helping us push the limits in what artificial intelligence and messaging can do to empower insurers to delight customers. The recent California wildfires were just one example of where we get to come alongside forward-thinking carriers like QBE in taking care of insureds when they need it most.” – CEO of Hi Marley, Michael Greene.