Recommend May2017 - 37

"We've been a leader in the
travel insurance industry for
more than 20 years. And we're
very proud of how we take
care of our travel agent
partners' customers."
- Daniel Durazo,
Director of Communications,
Allianz Global Assistance USA

real time flight information, important
medical resources, international
emergency numbers, access to travel
insurance information, international
emergency phone numbers, a database
of hospitals in 129 countries and one
touch dialing to reach travel assistance
and customer service. Taking it a step
further, Allianz Global Assistance is
leveraging its digital capabilities to
provide clients with expedited service.
"In May, we're going to have the
ability to pay people via their debit
card. We also just launched direct
deposit for claims payments, and
we think that some customers may
actually get paid within 48 hours of
filing a claim. Plus, between this year
and the next, we'll continue to roll out
innovations that improve the way we
interact with consumers and partners.
These innovation initiatives are a
result of our increased focus on the
customer experience," he says.

"We use software to survey and
gain insight from thousands of
customers every week and...use that
data in a continuous feedback loop
that informs our decision-making."
Gathering this data is critical,
but even more crucial is finding
opportunities to apply the data.
"Frequently we'll get very specific
suggestions about how to make our
processes more customer friendly.
In a recent survey we asked, "How
could we have made it easier for
you to understand your benefits
and services?"; and there was a lot
of feedback that we received and
one thing that came out that we
implemented was a bullet list of
benefits of on insurance and simpler
and shorter descriptions.

We've also been trying to reduce
what we call "insurance speak," so we
rewrote our policy documents to make
the language easier to understand and
we created a declarations page, which is
just a brief list that summarizes coverage
and benefits. All of these are the kind
of things that come out of our customer
experience initiative and we're very
proud of our focus on that."

CONTACT INFORMATION
For more on Allianz Worldwide Partners:
allianzworldwidepartners.com/usa
To book travel insurance online:
agentmaxonline.com

may 2017 37



http://www.allianzworldwidepartners.com/usa http://www.agentmaxonline.com

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