Groupama – Gan
How has Groupama placed policyholders at the heart of the changes in its FMR claims management?
A global approach
GROUPAMA has embarked on a vast programme to optimise claims management and overhaul interactions with policyholders. The idea is therefore to enhance this programme by taking advantage of Sinapps IRD’s contribution while remaining in line with the group’s strategy.
The main objectives
- Allow policyholders to follow the progress of the services provided in real time and give them the opportunity to interact with service providers.
- Immerse policyholders in the brand universe to ensure continuity between the communication channels available to them.
- Limit maintenance and implementation costs to ensure maximum responsiveness.
These objectives should lead to increased customer satisfaction and reduce incoming calls to the management platforms.
The DARVA solution
Hybrid push/pull communication
The chosen option is to:
- Push follow-up information and requests to policyholders via email and SMS – the emails use the editorial guide and graphic elements of each brand – links allow access to certain features (satisfaction survey, digital indemnity agreement, document filing, consultation of documents communicated by service providers)
- Improve the mobile app and the policyholder extranet by allowing a smooth switch to the Customer Information Tracking extranet. The extranet allows you to follow the progress of the service, to consult documents signed and filed by the policyholder and to file new documents.
By relying on a configurable turnkey solution, Groupama has chosen to reduce the cost and time needed to implement these functions.
In addition, functionality is maintained by the Sinapps IRD teams when new versions are delivered, but also when existing processes are enhanced or new business processes are deployed.
Testimony of Gilles Lespinard from Groupama
Extract from the DARVA Users’ Club of 25 November 2021
Gilles Lespinard, Head of the Steering Indicators Project Unit within the Claims and Benefits Department, discusses the choice of implementing the Sinapps IRD Customer Information Tracking extranet within the GROUPAMA members’ area. Why this choice? What are the advantages?
A project? A need?
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