CO³ Voices and Spotlights

Merger of three Polish life companies

Tomasz Borowski | Vienna Life Poland

Harald Riener | VIG

• It was the first time that three entities were merged at once. We‘ve developed a new company DNA combining the best of each, symbolized by our new logo. The question of success factors is easy to answer: it‘s all about people and how they have engaged and participated in this unique undertaking. Together, we’ve created something new - above all a completely different corporate culture.
• The Management team has succeeded in building a clear vision and thereby created a magnetism that pulled others in. Thus, strong leadership and team spirit have been the drivers of success.

X-Selling

Sabina Mujanović | Vienna Osiguranje

Borislav Doder | Wiener Osiguranje

• Vienna is selling Wiener’s property solutions to its corporate clients in case Vienna’s property limit is exceeded.
• Vice versa when it comes to health insurance: since June this year Wiener has been selling Vienna’s health solutions. And there are also joint ways when it comes to selling target solutions such as liability insurance to the retail sector and notaries.
• Last not least we are cooperating when it comes to insuring our employees, properties and cars: in those cases the respective other company is the risk carrier for employee accident insurance as well as for property.

Asset Management

Péter Kadocsa & Gábor Veresegyházi | VIG AM Hungary

• We are now managing nearly 4 billion euros in assets across 10 countries. When we joined the VIG Group in the spring of 2022, we had collaborations with only three countries: Hungary, along with the then-group members in Poland and Romania.
• Over the following year, we expanded to include the Czech Republic, and in the past six months, we’ve added six more countries: Montenegro, Bosnia, Lithuania, Latvia, Estonia, and, as of June, Austria, all of which are great examples of successful cooperation.

Corporate Business­­

Gerald Netal | VIG 

• Some 15 years ago, we founded the VIU Academy – a training programme for Corporate Business that encompasses all Group companies. The programme is aimed at corporate underwriters and claims  managers who want to deepen their insurance knowledge. We have also developed strategies for transferring even more specific knowledge, such as our annual chief underwriter and chief claims manager conference, cyber days, fronting forums and renewable events.
• Cross-selling is another focus area, and one with particularly central importance. Cross-selling offers great potential, particularly in the context of international programmes, and it can also be represented in the form
  of tangible KPIs – in this case premium volumes.

losleben app

Valerie Brugger & Lukas Kneissel | Wiener Städtische

• Under the name “losleben“, we have brought together two of our existing digital channels, the losleben app and the customer portal, under one roof. While both applications originally had different focuses, we have succeeded in
  combining the best of both worlds into a single digital touchpoint for our customers.
• With the integration, our customers can use our services through their preferred channel and take advantage of the associated benefits. Whether it’s more important to log in with Face ID or to read documents in the desktop version, with losleben, both options are available.

AML tab

Vlastimil Blahút & Hana Čepová | ČPP

• With the ever-growing demands from regulators and supervisory authorities on AML/CFT procedures and compliance, we created a tool for distributors in the form of a tab in life insurance calculators. The AML tab guides them through the AML identification and control procedures while also assessing our client based on AML risks as required by our AML Policy.
• The procedure happens in real-time and has replaced previous traditional paper forms. It allows provision of additional documents from the client for verification, as well as giving access to provided information to the AML Officer.

Insurance Coffee Break

George Albină | Omniasig

• The project consists of developing a dedicated podcast studio that will produce and broadcast relevant content for employees, collaborators, intermediaries, and clients, and aims to:
  – promote the company and best practices in insurance
  –provide financial education and increase risk awareness
  – facilitate discussions on important topics within the insurance industry

Voice of the Customer

Aleksandra Nabialek | Beesafe

• At Beesafe, our primary goal is to assist VIG companies in achieving their business targets by enhancing and building even more positive customer experiences. To achieve this, we’ve established a comprehensive CX framework and introduced the “Voice of the Customer” (VoC) concept.
• This concept ensures that there are one or more representatives in each company dedicated to deeply understanding customer perspectives on the brand, products, and services, with the aim of aligning them with customer needs and experiences. These representatives are the main points of contact for our CX Competence Center, and we’ve built a community where they can exchange best practices and insights.

Customer 360°and Agent 360°

Ivana Jurić Ekart | Wiener osiguranje

• Due to multiple systems and applications, users were unable to quickly and easily access timely data about their portfolio. Driven by the desire to ease the daily work of our end-user and to reduce the pressure on Administration, we wanted to create a single place where they could access important data about their portfolio.
• Next, we identified the information that was important to our end-user and we saw the solution in the implementation of new modules that would contain all the essential information in one place for easier daily work. This led us to the creation of the Customer 360° and Agent 360° modules.

Powered by PUMA and Protected by InterRisk

Agnieszka Lubowiecka | InterRisk

• Before the Olympic Games 2024, PUMA and InterRisk have launched a joint co-branding campaign, “Powered by PUMA, Protected by InterRisk”.
• PUMA and InterRisk are supporting the athlete Adrianna Sułek-Schubert, an indoor world pentathlon vice-champion, European heptathlon vice-champion and multiple Polish champion. The theme of the joint campaign Powered by Puma, Protected by InterRisk is to draw attention to the potential of both brands for sports challenges. The marketing campaign communication centers around Ada Sułek-Schubert and is run in social media.

Insurance digital wallet

Andreea Iosef | Asirom

• Asirom’s tagline commits to offering its clients simple & safe products and services. In our search to offer simple solutions and make insurance accessible, we reinvented the travel insurance.
• When researching, we found out that the main issue for many customers was that at times they would forget the insurance documents at home when leaving for a vacation. Our idea was to transform the travel insurance into a ‘card’ that you care save on your phone, in your virtual wallet, as you do with the boarding pass.

Cross-country Investment Meeting in Tbilisi

Werner Hämmerle & István Ihász | VIG

• We held a Common Investment Meeting in Tbilisi, Georgia covering five companies from three countries and bringing together Managing Board Members, Investment Specialists, Controlling and Risk Experts – more than 25 participants in total.
• The Meeting included presenting the different portfolio structures, sharing investment know-how and exchanging on market expectations. We also gave each other an update and provided support for financial planning 2025 as well as an outlook on Investment and Risk Strategy process for 2025.
  
  

Automatic medical underwriting

Nikola Fišerová & Vojtěch Straka | ČPP

• Within the standard process of arranging a life or accident insurance policy, it is necessary to assess the state of health based on the data provided by the client in the health questionnaire. This process involves a manual assessment and evaluation by the medical underwriter.
• The automatic medical underwriting of the most common diseases and physical impairments directly in the front-end software speeds up this process considerably and, thanks to the transparent verdict directly on the insurance policy, the client knows under which conditions he is insured.

Mental hygiene

Anja Sedak Burčak | Wiener Osiguranje

• Project Mentalna higijena (Mental hygiene) was launched in 2022 in response to the growing mental health challenges among children and adolescents in Croatia. The project’s main tool is the web platform www.mentalnahigijena.hr, which provides a wealth of educational and engaging content aimed at supporting young people in the area of mental health.
• Our goal is to create a safe, engaging, and educational space where young people can seek advice and comfort.

We care – building customer centric culture

Gerda Joņina, BTA Baltic

• To unify our approach regarding customer centricity and strengthen our commitment, we drew from our corporate values, brand positioning, and internal culture to craft a clear and powerful promise to our customers: #WeCare. It’s the foundation of our internal and external communications, guiding every action and decision across the company. It empowers each employee to align with a shared vision and helps BTA stand out in a competitive market.
• #WeCare has become the driving ideology behind every interaction, whether with customers or within our team, ensuring that our commitment to customer centricity is reflected in everything we do.

Paperless conclusion of insurance contracts

Marija Bićanić | Wiener Osiguranje

• One of strategic goals of our company is digitalization. We saw that with this project we could significantly contribute to that goal. Paperless conclusion of insurance contracts enables both clients and insurance distributors to conclude contracts faster, as well as a easier and simpler flow of mandatory documentation.
• One of the benefits is to reduce the amount of paper in circulation by replacing the handwritten signature on the printout of the policy with premium payment as statement of will for concluding an insurance contract.

Ziarul Financiar & OMNIASIG Regional Conference

Madalina Constantin | Omniasig

• Ziarul Financiar (ZF) is the most prestigious, well-known, recognized and with the best reputation financial newspaper in Romania.
• OMNIASIG, together with Ziarul Financiar started again this year the organization of the series of regional conferences, which we had also organized together in the previous years, during 2015 – 2017, aiming at discussing about and promoting insurances among the business community in all regions of Romania, thus increasing awareness about risks and insurance coverages.

Mobile application

Jasmina Orban | Wiener Osiguranje

• The main goals of the Mobile application project for the Company clients were easier availability and faster flow of information, as well as providing a better quality of user experience for our clients. The primary goal was to enable new practical and innovative functions to meet the wishes and needs of users.
• The scope of the project included client data on insurance policies, finances and claims related to insurance policies. Special importance was given to the possibility of reimbursement of costs and making appointments for the health examinations of our health insurance clients, which is an extremely important segment of our company’s business.

First Notice of Loss Online

Vítězslav Pítr | ČPP

• We have created a system for online claims reporting (even multiple claims) that allows you to upload specific supporting documentation based on what you have filled out throughout the process. It offers following benefits:
  –Immediate allocation of a claim number
  –Only relevant data is required
  –Data check
  –Claim can be reported by multiple roles
  –Reported claim is immediately assigned to the adjustor
  –Fast claim settling process

Decalogue & Customer Charter

Diana Valkova | Bustrad Life

• In the collaborative project “Culture of Service” two extremely valuable and fundamental documents have been created. These contain the essence of our understanding of a modern, quality and better level of service and communication.
• Decalogue of the Bulstrad Life employees: 10 easy-step-principles and it seeks to ‘take the pulse’ of the customer.
• Bulstrad Life Customer Charter: 10 promises to our customers that we are committed to delivering and is a natural extension of the principles set out in the Decalogue

Medical evaluation

Vítězslav Pítr | ČPP

• We have created a system for the safe transfer of medical documents to third parties, which also allows the secure transfer of evaluations back to us. It also helps clients find the closest specialist.
• It offers following benefits: Finding the closest doctor, safe automatic transfer of medical documents, an automatic letter for the client, automatic notification for the doctor, information about the date of the visit, secure digital transfer of evaluations back to the company, the possibility of adding documents, the possibility of adding an invoice or changing the price, and much more.
  
  

Project INN – DONAU Auen

Philipp Vejchoda | DONAU Versicherung

• The project dealt with the redesign of 160 square meters of space within DONAU’s head office with the purpose of helping to create a new way of working mainly focused on co-working.
• The concept was to develop three areas each with different purposes to be as versatile as possible but with a focus to facilitate collaboration and communication within and across teams: The DONAU Café (for spontaneous meetings or brainstorming over a coffee), DONAU Turm (equipped with height-adjustable table, mobile whiteboard and video conferencing system) and DONAU Insel/Arena (the perfect spot for workshops on a larger scale and tribune seating area).

CRM

Greta Cici | Intersig

• Our CRM will improve sales processes and customer interactions.
• The CRM application can provide numerous benefits to an insurance company, improving both customer experience and operational efficiency.
• Some key benefits: Improved Customer Experience, personalized service, faster response times, customer retention, anticipating customer needs (like policy renewals), increased sales.

Welcome Call Campaign

Milena Ruseva | Bustrad Life

• The Welcome Call Campaign is designed to elevate customer experience for clients who have recently purchased insurance policies.
• Each month, all new policyholders are proactively engaged through personalized phone calls. These interactions serve to welcome them, express appreciation for choosing our services, gather real-time feedback on their customer journey, verify contact information for seamless future communication, and provide essential insights into
  post-sale services.