Previously, Suncorp’s insurance customers had to go through multiple home attribute questions and provide detailed information about any extensions, swimming pools, and tennis courts. According to customer feedback, customers often found it challenging to accurately answer all questions about their homes and were concerned they were at risk of being underinsured. This is where the innovation was meant to help.
Suncorp’s new geospatial solution uses high-resolution aerial 2D and 3D imagery combined with sophisticated artificial intelligence (AI) models to provide better customer experience by eliminating 50% of questions needed to purchase insurance online or through contact centres.
Since its implementation, the solution has reduced call time length, saved time through digital sales channels, and increased data accuracy.
Katherine Carmody, executive general manager of digital distribution at Suncorp, congratulated the cross-functional team’s efforts to create the experience.
“I’m incredibly proud of our teams for creating a more seamless sales experience for our customers through our digital and contact centre channels, saving a lot of customers time and frustration,” Carmody said.
Adam Bennett, chief information officer of Suncorp, added: “This award-winning solution is a great example of our customer-led and technology-enabled strategy in action. The innovative use of artificial intelligence, geospatial imagery, digital technologies, and insurtech partnerships has transformed the home insurance customer experience.”
Suncorp, one of the 10 largest insurance companies in Australia, recently announced that its Brisbane-based headquarters Heritage Lanes was named the city’s top workplace.
