What really counts: maintaining good relations with the policyholder

Personal customer service and a consistent customer experience are key competitive advantages in the insurance industry.
Hanse Merkur
Berlin Direkt Versicherung
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ADNIC logo
High pressure from competition, new markets

How insurance providers unleash their full potential

Increased transparency through comparison sites and heightened price sensitivity of private and business customers increase the competitive pressure in continuous existence. The increasing communication between insurance providers and customers, as well as external parties, is creating new digital ecosystems with new products and services. There are new markets opening up for insurance providers, holding a lot of potential.


At the same time, they already have a huge volume of data at their disposal, which must be brought together and used in order to keep pace with digital competition. Reorganising system landscapes which are often old and cumbersome puts the focus on central digitalisation platforms.

Did you know?

  • Only 48% of customers are satisfied with the customer service in the insurance sector.
  • A customer service department that does not respond or does not offer appropriate assistance was a reason to change providers for more than three quarters of those surveyed.
  • For 93% of customers, self-service is, therefore, often the top priority. They want to be able to quickly find the information they are looking for on the website and identify solutions themselves.

Source: it-finanzmagazin

What really counts

Policyholders take centre stage

Nowadays, it’s too often the case that customers only get in touch with the service centre when they are dissatisfied. Individual customer service and a consistent customer experience are increasingly becoming key competitive advantages in the insurance industry.


These customer relations must go smoothly throughout the entire customer journey – with proactive action from the first consultation to personalised interaction in the event of an insurance claim.


In order to attract new customers and retain existing ones, insurance providers need to improve their customer service so as to address customers’ needs more specifically and foster a positive customer experience along the different touchpoints of the customer journey.


To this end, it is crucial for personal points of contacts and all digital channels to work in synergy, thus improving support and claims services.

How digitalisation is changing the insurance industry

Software as a Service

novomind offers pragmatic alternatives that insurance providers can quickly implement to expand their traditional IT landscape. This simplifies setup and operation, creates greater scalability and ensures demand-based billing and transparent costs.

Customer-focused processes for claims and coverage

Cloud-based customer portals and artificial intelligence can help to improve customer experiences when it comes to processes for claims and coverage, as well as to quickly and securely identify false claims and keep an eye on costs.

Digital health solutions

With attractive wealth apps and platforms from novomind, insurance companies can become health managers for their policyholders. These give a complete digital view of medical data and offer the opportunity to link specific additional services based on individual requirements. We also offer appropriate app support with novomind iAGENT.

Low code and RPA

Automating processes with low code and Robotic Process Automation (RPA) is becoming an increasing factor for success when it comes to end-to-end, efficient and powerful solutions.

novomind iAGENT

How we overcome challenges in the insurance sector

With us, all communication comes from a single source: novomind iAGENT maps the entire customer journey with a uniform, fully comprehensive history of contact. Whether before a contract is signed, whilst it’s in force or in the event of a claim: novomind iAGENT collects all available information from all touchpoints – chatbots for specific products, WhatsApp for general enquiries or support enquiries via chat or social media.

How novomind iAGENT provides optimal support for insurance companies when it comes to customer service:

A central platform

No more expensive stand-alone solutions for correspondence and telephone communication, but a uniform communication platform with tracking for the entire customer journey.

Multi-client capability

Enables, for example, email enquiries to the various risk bearers to be processed completely separately from each other via one system.

Secure hosting

novomind Cloud in Germany or on-premises operation at the customer’s premises.


Both for SaaS from the novomind Cloud and for on-premises operation at the customer's premises.

Straightforward connection

An API-based ecosystem - easy connection for all relevant in-house systems in existence.

Extremely powerful

Even over 200,000 tickets per day are no problem for novomind iAGENT.

Omnichannel customer service

Seamless switching across all channels of communication.

Less stress for agents thanks to AI

A high degree of automation when it comes to classification and intent recognition.

Encrypted communication

Encrypted channels for chat and messenger communication.

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What do our customers say?

“Our ambition is to provide the best possible customer service. With the launch of novomind iAGENT, our call centre agents are able to respond more quickly to digital customer enquiries, and work in a way that’s more in line with our customers’ needs.”

Ahmad Idris


Let’s get in touch

Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
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