Meritz Fire & Marine Insurance Completely Overhauls Long-Term Insurance Claims System

Digital Transformation of Insurance Claims Process
Customized Guidance via Kakao Notification Talk
Real-Time Updates on Claims Progress

On August 21, Meritz Fire & Marine Insurance announced that it has completely overhauled its long-term insurance claims system to provide a customer-centric and differentiated experience.

This overhaul was carried out with the aim of minimizing customer inconvenience throughout the entire claims process and strengthening "kindness rooted in fundamentals," which is considered the core element of customer satisfaction. Meritz Fire & Marine Insurance plans to go beyond simple process improvements and expand a culture of genuine kindness toward customers.

The company has shifted the first step of insurance claims-guidance on required documents-from an analog to a digital approach. Through the newly introduced "Customized Required Document Guidance Service," customers are now informed of the necessary documents based on the type of claim and the coverage they have purchased. The results of the customized document search are sent via Kakao Notification Talk, allowing customers to access the required documents at any time.

The method of providing updates on the progress of claims has also been significantly improved. Previously, customers had to call their claim handler directly to receive updates, but now they can check real-time updates provided by the handler through the mobile application.

Details of the claim assessment results are also sent via Notification Talk, enabling customers to check not only the payment details by coverage and receipt, but also the specific reasons for any non-payments.

A call system has been established to improve customer phone support services. To enhance the accuracy of customer service, handlers can now access customer information, assigned agents, and accident details in real time. To address complaints about missed connections, the company sends Notification Talk messages for calls in progress or missed calls, and has also implemented a callback system.

In addition, the customer satisfaction survey-which was previously conducted on a random selection of claimants using a simple scoring scale-has been expanded to include all customers who have completed their insurance claim payments. The survey has also been revised to allow customers to specify the type of dissatisfaction in detail.

The company has also established a systematic approach to fostering a culture of kindness, including awards for outstanding employees in customer service, training programs to improve customer response skills, inviting external experts for specialized training, and introducing the industry’s first annual kindness awards.

A Meritz Fire & Marine Insurance representative stated, "These measures are intended to provide customers with friendlier and more professional services," adding, "We will continue to strengthen our customer-centric claims services going forward."