From high-stakes evacuations to lost luggage with Allianz Partners
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No matter the emergency, Allianz Partners' blend of advanced technology and human compassion ensures optimal outcomes while efficiently managing a wide range of travel claims
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WHEN A New Zealand traveller on a European cruise collapsed and found out she had a brain tumour, the last thing she was likely thinking about was the effect of low barometric pressure on brain volume. But for her insurer Allianz Partners, this consideration was crucial.
High altitudes and low air pressure situations, such as on an aircraft in flight, cause an increase in the size of brain parts and the cells of any proximate tumour – with potentially life-threatening effects. One study has shown significant changes in the size of the cerebellum simply due to winter weather, with the effect being more pronounced in females. A regular passenger flight was a throw of the dice that Allianz Partners was not willing to take.
“Due to the size and the unpredictability of the lesion, we did not want to take any chances of jeopardising her chance of survival,” says David Wallace, sales director at Allianz Partners in New Zealand. “So we ended up chartering an air ambulance to fly at sea level to prevent altitude air pressure fluctuations, as this would have been fatal.”
Three full medical crews were brought in to work shifts around the clock for the 27-hour flight home from Spain via Dubai, Singapore and Australia back to Wellington. The total cost of the medical repatriation was in excess of $800,000 – all covered by a policy bought for approximately $360.
“This is what gets us up in the mornings. We do good; we save lives,” says Wallace.
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Based in Auckland, Allianz Partners New Zealand provides and manages assistance services, travel insurance, student insurance and pet insurance through our New Zealand and international business partners. Our strength lies in combining the solidarity and trust that comes with being part of an established global organisation with the local expertise of our New Zealand team.
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“Medical claims continue to increase due to an older demographic continuing to travel as a result of their financial stability”
David Wallace,
Allianz PARTNERS
And it’s not only the frequency of claims that’s changing. “Medical costs have increased significantly due to inflationary pressures,” Wallace explains. This trend is impacting the entire industry, forcing insurers to reassess their pricing models and coverage limits.
The rise in medical costs is particularly pronounced in certain popular tourist destinations. “Some countries, like the United States, have always been known for high medical costs,” Wallace says. “But we’re seeing substantial increases across the board, even in destinations traditionally considered more affordable.”
In the post-pandemic world, the stakes for travel insurance claims have never been higher. With 72.9 million claims handled globally in 2023, Allianz Partners is navigating a rapidly evolving travel insurance landscape. Facing challenges ranging from skyrocketing medical costs to flight disruptions caused by climate change, the company is leveraging AI and streamlining processes to manage increasing claim volumes.
Yet, as high-cost claims underscore, it’s the blend of cutting-edge technology and human empathy that keeps Allianz Partners at the forefront of an industry in which a single trip can lead to life-altering events.
“We have the volume giving us the expertise, and we are prepared as we’ve seen it all,” says Wallace.
While high-cost medical evacuations may grab headlines, they’re not the most common claims. “Medical claims continue to increase due to an older demographic continuing to travel as a result of their financial stability,” Wallace says. “Now we are in a post-COVID world, travel confidence is at an all-time high.”
This shift in traveller demographics is reshaping the claims landscape. Older travellers are more likely to have pre-existing medical conditions, which can lead to more complex and costly claims. At the same time, they often have the financial means to
Global events also continue to play a significant role in shaping claims patterns. Wallace points out that flight cancellations and delays, whether due to operational issues or weather, remain a persistent concern for travellers. These disruptions can trigger a cascade of related claims, from missed connections to unexpected accommodation costs.
“We’re seeing an increase in claims related to extreme weather events,” Wallace adds. “As climate change impacts become more pronounced, we anticipate this trend to continue, not just affecting flight schedules but potentially leading to more emergency evacuations from affected areas.”
“We value the irreplaceable role of the human element in customer service, as it’s the source of empathy and understanding”
David Wallace,
Allianz PARTNERS
To manage the increasing volume and complexity of claims, Allianz Partners has implemented several technological innovations. “We encourage all of our customers to use our Online Claims Portal,” Wallace says. “This expedites the processing time and also allows our claims bots to complete some validations up front.”
The results speak for themselves. “Over 30% of all claims submitted online via our Online Claims Portal are fully assessed with an outcome within two days,” Wallace reports.
This efficiency isn’t just about speed; it allows claims assessors to focus on more complex cases that require human expertise.
To further streamline the process, Allianz Partners has introduced a Claims Document Checklist. “This is to help streamline the claims process and to avoid any potential delays,” Wallace explains. “It steers the customer in the right direction so they know what sort of documents they may need to provide to support their specific claim.”
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Staying ahead of the claims curve
Streamlining the claims process
Staying ahead of the claims curve
Impact of global events and growing costs
Published 07 Oct 2024
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Impact of global events and growing costs
Not surprisingly, AI is playing an increasingly important role in the claims process. “We are in the process of implementing a knowledge base powered by AI that will enable personalised recommendations to our assessors,” Wallace reveals.
This AI-powered system is designed to analyse vast amounts of data quickly, identifying patterns and potential issues that might be missed by human assessors. It can flag high-risk claims for closer scrutiny, suggest appropriate payouts based on historical data, and even detect potential fraud.
However, Wallace is quick to emphasise that AI is not intended to replace human interaction. “Our focus is on enhancing the customer experience, not replacing it. We value the irreplaceable role of the human element in customer service, as it’s the source of empathy and understanding.”
This balance between technology and the human touch is particularly crucial in complex or sensitive cases. Wallace shares, “We’ve had many examples of our claims team providing support when customers have encountered significant tragedies such as the death of a loved one.”
In cases of medical emergencies abroad, the human element becomes even more critical. “We are in constant contact with our customers to ensure they are comfortable and have everything that they need,” Wallace says. This level of personal care can make a significant difference in stressful situations, especially when travellers are far from home and dealing with unfamiliar healthcare systems.
Role of AI in claims processing
Looking ahead, Wallace anticipates further changes in the claims landscape. “With COVID putting travel insurance into the spotlight, we envision that the younger demographic is looking for more ways to digitally interact with our products through apps, chats and online portals,” he says.
This shift towards digital interaction is likely to accelerate the trend towards faster, more automated claims processing. However, it also presents challenges in terms of maintaining the personal touch that can be so crucial in complex claim situations.
Another emerging trend is the increasing demand for more flexible, customisable insurance products. “Travellers today want policies that fit their specific needs and travel styles,” Wallace explains. “This could lead to more modular policies where customers can pick and choose their coverage areas, potentially changing the types of claims we see in the future.”
As travel continues to be a top priority for many New Zealanders, even in challenging economic times, the role of efficient and empathetic claims processing has never been more crucial. By leveraging technology while maintaining a human touch, Allianz is setting a new standard in the industry.
Future trends in claims
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Case volumes at Allianz PARTNERS in 2023
72.9 million cases (or almost 200,000 cases a day)
undertake longer, more adventurous trips, potentially increasing their exposure to risk.
Medical – illness and injury
Flight cancellations/delays due to operational requirements
Flight cancellations due to weather
Luggage issues (lost/delayed/damage)
Personal liability/rental vehicle excess
Current top five claim categories at Allianz Partners New Zealand
1
2
3
4
5
Impact of global events and growing costs
Not surprisingly, AI is playing an increasingly important role in the claims process. “We are in the process of implementing a knowledge base powered by AI that will enable personalised recommendations to our assessors,” Wallace reveals.
This AI-powered system is designed to analyse vast amounts of data quickly, identifying patterns and potential issues that might be missed by human assessors. It can flag high-risk claims for closer scrutiny, suggest appropriate payouts based on historical data, and even detect potential fraud.
However, Wallace is quick to emphasise that AI is not intended to replace human interaction. “Our focus is on enhancing the customer experience, not replacing it. We value the irreplaceable role of the human element in customer service, as it’s the source of empathy and understanding.”
This balance between technology and the human touch is particularly crucial in complex or sensitive cases. Wallace shares, “We’ve had many examples of our claims team providing support when customers have encountered significant tragedies such as the death of a loved one.”
In cases of medical emergencies abroad, the human element becomes even more critical. “We are in constant contact with our customers to ensure they are comfortable and have everything that they need,” Wallace says. This level of personal care can make a significant difference in stressful situations, especially when travellers are far from home and dealing with unfamiliar healthcare systems.
Role of AI in claims processing
Looking ahead, Wallace anticipates further changes in the claims landscape. “With COVID putting travel insurance into the spotlight, we envision that the younger demographic is looking for more ways to digitally interact with our products through apps, chats and online portals,” he says.
This shift towards digital interaction is likely to accelerate the trend towards faster, more automated claims processing. However, it also presents challenges in terms of maintaining the personal touch that can be so crucial in complex claim situations.
Another emerging trend is the increasing demand for more flexible, customisable insurance products. “Travellers today want policies that fit their specific needs and travel styles,” Wallace explains. “This could lead to more modular policies where customers can pick and choose their coverage areas, potentially changing the types of claims we see in the future.”
Future trends in claims
Contact Us
Specialty
Best in Insurance
Resources
Risk Management
TV
News
NZ
RSS
Sitemap
Contact us
About us
Conditions of Use
Privacy policy
Terms & conditions
People
Copyright © 2024 KM Business Information NZ
Contact Us
Specialty
Best in Insurance
Resources
Risk Management
TV
News
NZ
Copyright © 2024 KM Business Information NZ
RSS
Sitemap
Contact us
About us
Conditions of Use
Privacy policy
Terms & conditions
People
Global events also continue to play a significant role in shaping claims patterns. Wallace points out that flight cancellations and delays, whether due to operational issues or weather, remain a persistent concern for travellers. These disruptions can trigger a cascade of related claims, from missed connections to unexpected accommodation costs.
“We’re seeing an increase in claims related to extreme weather events,” Wallace adds. “As climate change impacts become more pronounced, we anticipate this trend to continue, not just affecting flight schedules but potentially leading to more emergency evacuations from affected areas.”
Streamlining the claims process
Role of AI in claims processing
Future trends in claims
Not surprisingly, AI is playing an increasingly important role in the claims process. “We are in the process of implementing a knowledge base powered by AI that will enable personalised recommendations to our assessors,” Wallace reveals.
This AI-powered system is designed to analyse vast amounts of data quickly, identifying patterns and potential issues that might be missed by human assessors. It can flag high-risk claims for closer scrutiny, suggest appropriate payouts based on historical data, and even detect potential fraud.
However, Wallace is quick to emphasise that AI is not intended to replace human interaction. “Our focus is on enhancing the customer experience, not replacing it. We value the irreplaceable role of the human element in customer service, as it’s the source of empathy and understanding.”
This balance between technology and the human touch is particularly crucial in complex or sensitive cases. Wallace shares, “We’ve had many examples of our claims team providing support when customers have encountered significant tragedies such as the death of a loved one.”
In cases of medical emergencies abroad, the human element becomes even more critical. “We are in constant contact with our customers to ensure they are comfortable and have everything that they need,” Wallace says. This level of personal care can make a significant difference in stressful situations, especially when travellers are far from home and dealing with unfamiliar healthcare systems.