Delivering an exceptional customer experience via modern technology has become vital for insurers as consumer choice hits an all-time high and “hyper personalisation” takes centre stage.

Customer and user experience is a new “battleground for insurers,” says Stelvio Australia’s GM Yannick Giguère, as consumers now have the luxury of engaging with providers that deliver services catering to their exact needs and they are no longer willing to “settle for less”.

“It’s essential to have the right technology in place,” Mr Giguère said. “Failing to invest in innovative solutions that can be tailored for their unique processes may leave insurers lagging behind their competitors.”

Across the insurance industry, digital transformation is allowing businesses that were once in-person only to expand their offer and clientele through online support and digitised workflow management.

Customer experience has proven to be what matters most to the public, Mr Giguère says, and introducing back-end management technology such as online support and digitised workflows lets insurers scale more effectively and onboard and service new customers – without necessarily having to increase staffing levels.

Integrating automation into process-heavy businesses means once manual tasks can be done faster and to a higher standard, freeing staff to focus on higher-value, in-person interactions, says Stelvio, an insurance software solutions provider.

Mr Giguère says automated solutions that provide multiple dashboards with drop-down options, field labels, and mandatory fields based on the claim can speed processes for both parties.

User interfaces that present a side-by-side display of relevant damage descriptions, quote items, and supporting images or videos – as well as visual adjustment and progress indicators – can lower stress, he says, by providing all necessary information at a glance.

Stelvio powers the cloud-based workflow management platform of EstImage, based in North Sydney, which helps insurance assessors and repairers working for insurers streamline their work processes. EstImage recently joined Insurtech Australia.