14 February 2017 – After the use of WhatsApp and the pilot with a chatbot, Univé is starting a new digital experiment: video chatting with customer service. For six months, the insurer will test whether customers appreciate the video chat. Univé wants to know which topics customers want to discuss with advisers via video chat. According to Joost Heideman, CEO of Coöperatie Univé, video chat is suitable for extensive consultations. “For example, to review the complete insurance package or when a change in personal circumstances is reason to review the insurance policies.” According to Heideman, Univé will continue to experiment with technology and new media in the coming years. Earlier, the insurer already started testing with a chatbot. It mainly focused on simple questions, where an advisor could take over the chatbot at any time.

After six months, the insurer will decide whether to continue consultations via video chat and possibly also offer them more widely in the organization. The earlier pilot with the chatbot has led to it being included in the service. The WhatsApp service is also proving popular: 84% of customers indicate that they will approach Univé again via the service, which has been rated with an average of 9,4. Customers mainly use WhatsApp for an insurance change or to report a claim. (Source: Amweb)

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