INNOVATION
Sales: integrated insurance and banking services
A characteristic feature of Unipol Gruppo Finanziario is its original and innovative distribution and client service model, which is founded on the integration between insurance agencies and bank branches. At the end of 2008 there are 185 (out of a total of 299) branches of UGF Banca which are co-located with the insurance agencies of UGF Assicurazioni S.p.A. The agencies, too, are gradually being accredited for the sale of the main banking and finance products.
The co-located branches are gradually being joined by UGF Points, multimedia fully automated ‘do-it-yourself’ branches opened in the Unipol and Aurora insurance agencies. Open 24 hours a day, they can provide customers with the main banking and financial services, including with help from an operator on an audiovisual link. There are currently around ten UGF points installed (www.ugfpoint.it).
Security: the ‘black box’, a computerised link to give car drivers greater security
In the motor insurance sector an original computerised rescue service stands out as both modern and effective. Unibox (for Unipol and Navale Assicurazioni), Aurobox (for Aurora) and Linearsat (for Linear): these are satellite-based assistance services for cars and people, introduced on to the market in 2005 after a pilot phase, allowing the vehicle’s operation to be constantly monitored.
There are now around 490,000 of these devices installed. These are the main advantages of the system:
· it guarantees savings, as it enables a discount to be obtained on motor TPL policies (around 20%), fire and theft (50%) and fully comprehensive insurance (highly reduced cost);
· in the event of theft the car can be immediately located and recovered;
· if an accident occurs, the system immediately alerts the emergency services and, by recording all the data, enables the sequence to be reconstructed;
In 2007 Young Unibox was brought out, the first Motor TPL product entirely designed for young people; it eliminates the premium surcharge traditionally paid by all drivers aged under 30 who are traditionally considered to be at risk.
Settlement of claims: Agreement with the Consumer Organisations and Sertel
In July 2008 Unipol Gruppo Finanziario and 14 Consumer Organisations drew up and signed a significant Collaboration Agreement for the development of ‘Conciliation’ in the settlement of Motor TPL claims. The ‘Conciliation’ process is accessible for all claims which fall within the application criteria for direct indemnity, as well as for other Motor TPL claims, provided that the request for reimbursement does not exceed €50,000 in total.
Sertel is a telephone and computer-based claims settlement service managed by Unipol, Aurora, Linear and Navale. The Sertel operation centres have a computerised link to a network of professionals and bodyshops, the agencies, regional settlement centres and national databases.
It is an innovative way of managing the steps associated with the claims management process simply and rapidly and reducing to a minimum the action to be taken by the policyholder, ensuring higher quality service quality and managing the settlement process efficiently and economically.
Unisalute ‘Ti vuole bene’
UniSalute, the Group company specialising in the healthcare sector, has introduced a guarantee of post-trauma psychological support, called ‘Ti vogliamo bene’. This is a first for Europe and is for now limited to policies distributed in the context of National Agreements (Coop, CNA, Confesercenti, CIA, CGIL, CISL and UIL members). The product, which is also distributed by Unipol, provides for care under a psychologist specialising in emergency psychology and psychotraumatology. Indeed, concern for the physical consequences of a road accident is not enough; the psychological damage may significantly reduce the quality of life of the accident victim and that of members of their family.
Linear creates the ‘tribù’ (‘tribe’)
Linear, UGF’s direct, telephone and Internet company, has completely updated its website (www.linear.it) and offers a new way of communicating for those who are interested in taking out a policy. Directly via the site they can request information and opinions from other policyholders to find details directly about the policy terms and the service received. Thus was born the Linear ‘tribù’, which eliminates the distance between the company and its customers. A real and original way of getting users to talk to each other, without fear of being criticised, and confident of receiving good references from those who are already customers.