When digital sales is already nothing unusual
Dextra Rechtsschutz AG digitalizes claims processing
While other market players in the insurance industry are still in the process of digitalizing administration and sales, Swiss Dextra Rechtsschutz AG is all about customer service and a perfect user experience in the event of a claim.
This is what Dextra has been pursuing so consistently and efficiently that, since the beginning of 2018, it has also been providing service for other insurers – such as for Groupe Mutuel. The second largest health insurance provider in Switzerland has turned over all claims processing to Dextra. Specifically, that means customers of Groupe Mutuel report claims directly to the Dextra website or contact Dextra by telephone to obtain legal advice. The entire follow-up process can be processed 100% digitally in a specially developed online claims portal.
Newly developed claims system: Transparency!
As a technology and strategy partner, sum.cumo is providing a claim system completely developed anew for this application. The basic system architecture relies on open source code and is based on SCIP, the “sum.cumo Insurance Platform.” In SCIP, sum.cumo combines the existing stock of insurance processes provided with the customer-specific application, resulting in an innovative claims system that is so flexible that it can be further developed and optimized constantly.
The claims portal maps the entire claims processing process and documents all accompanying communications, following the premise of absolute transparency: For all parties involved – customers, lawyers and attorneys – it is always possible to identify what is happening, who needs to do what and when to conclude the claim in the customer’s favor. Each of the individual steps can be viewed and understood by the insured.
The portal allows Dextra employees to communicate directly with customers and to request documents or information. The insured person can register claims or legal matters, upload documents, or “just” seek advice. The lawyers and attorneys of Dextra support their clients in everyday legal issues as well as in extensive legal matters in all Swiss national languages.
Strong customer orientation and high service quality
The Swiss Dextra Rechtsschutz AG was founded in 2012 with the aim of digitalizing insurance processes with disruptive measures and adapting them to the modern needs of customers. Thanks to the efficient organization of the insurance business, the team of almost 60 employees has more time to support its current base of some 40,000 customers.
Many test victories and high levels of customer satisfaction are the proof of concept for sum.cumo. And the strategy is working: Dextra is currently regarded as one of the fastest-growing legal costs insurance companies in Switzerland.
sum.cumo will also accompany Dextra in future projects and continue this success story.