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Remote Diagnosis in Claims

Zurich Insurance Group
Re-imagining the Customer Experience

Elevator pitch

The Remote Diagnosis in Claims was an innovation developed by Zurich in Brazil with the purpose of improving the customer experience in the repair of products that have extended warranty insurance. In general, it is the structuring of a technical call center to identify the product problem, avoiding unnecessary trips to the customer's home and streamlining the service.

Innovation Presentation

During the coronavirus pandemic, concern about social isolation has caused many businesses to look for alternatives to offer their services, especially in activities that require face-to-face contact with the customer. At Zurich, this was no different.

Leader of the extended warranty insurance segment in Brazil, the insurer has a commitment to millions of customers who purchase the insurance from our partners, and eventually trigger the insurance for repair of appliances such as televisions, washing machines, refrigerators, among others. In this case, face-to-face contact with the customer is inevitable - usually, a technician visits the customer to understand the problem and, only later, in a new visit, the technical assistance actuall…

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