Enhanced Support From Allianz Global Assistance

Allianz Global Assistance has launched new, enhanced assistance capabilities –Virtual Care services and a new online Claims Portal – which aim to elevate the end-to-end customer journey.

Both services are now embedded within all products offered across Allianz’s national distribution network of travel agency partners.

Lucy Hathaway, chief sales officer at Allianz Global Assistance, explained that: “The global pandemic has shone a spotlight on health and safety standards. The true value of travel insurance is realized when customers and partners place their trust in our ability to provide unmatched assistance and support during a travel emergency or when in need to quickly and efficiently submit a claim.”

Hathaway continued: “Helping is at the heart of what we do, and while the industry awaits the return of travel, we’re following through on our commitment to finding new and innovative ways to be there for customers during the moments that matter most.”

Virtual Care is a key capability of Allianz’s proprietary Guided Care Assistance platform, which ensures customers receive the most accessible and appropriate care abroad that is based on their unique medical condition and location.

Virtual Care provides customers with support from qualified MDs in real time via video or tele-conference, accessed through a customer’s mobile device, tablet or laptop. Virtual Care services may include a consultation, medical advice, as well as confirmation of a diagnosis and issuance of a prescription when required. Prescriptions provided during the virtual consultation are sent directly to the pharmacy nearest to the patient’s location for added convenience.

Kyle Sparkman, chief operations officer at Allianz Global Assistance, pointed out that: “The innovative algorithms of the Guided Care platform empower our Medical team to efficiently coordinate consistent, comprehensive care that is customized to the individual. The addition of Virtual Care provides our Medical team with yet another treatment option for customers with less urgent medical conditions or milder symptoms.”

Sparkman added: “This means more flexibility and convenience for our customers, while eliminating long wait times associated with unnecessary emergency room visits, which is particularly relevant to our customers given the experiences during the COVID-19 pandemic this year.”

With a focus on improving every stage of the customer journey, Allianz’s new user-friendly, secure online Claims Portal provides an enhanced claims experience that keeps customers informed at each stage along the way.

Through the new portal — — customers can quickly and easily:

  • Access the mobile-optimized portal 24/7 from any device or browser.
  • Create a secure account, to submit claims for all benefit types including non-medical travel benefits (i.e. trip cancellation, interruption, flight delay and baggage loss) and out-of-pocket emergency medical expenses.
  • Upload all necessary documents to process a claim instead of sending them in via regular mail. Photos of documents taken with a mobile phone are also accepted.
  • Identify any documents they may have missed.
  • Save and return to a claim submission they have started but not yet completed.
  • Check the status of their claim online.

Sparkman observed that: “If a customer’s trip doesn’t go as planned, we want to make the claims experience simple, seamless and understandable. Like our Virtual Care offering, our new Claims Portal leverages digital services to make life easier for our customers.”

And he concluded: “We will continue to develop new ways to improve and simplify our customers’ experience at every step of their journey, so they can truly travel with confidence once travel rebounds.”

Posted in COVID-19, Insurance, News, Travel Agent Education, Travel Agents