UNIQA’s goal was not to automate individual tasks, but to simplify and redesign the full claims customer journey. The aim was a solution that supports the entire operational value chain, eliminates manual workloads, improves data quality, and delivers faster service and a higher-quality customer experience.
UNIQA needed a solution capable of applying AI in a true end-to-end approach. The challenge was finding a partner that could support the entire claims process, not just parts of it, while adapting flexibly to UNIQA’s specific business objectives.
Since deploying NiQA with Intuitech, UNIQA has already settled several thousand claims through a completely new end-to-end claims handling operating model. For customers, the journey has become faster and simpler, with NiQA achieving a customer satisfaction score of 4.95 out of 5. For colleagues, the administrative burden has decreased significantly, freeing them to focus on complex and professional claims handling tasks. The outcome is a more efficient overall operation, with more transparent processes and faster progress toward UNIQA’s digitalization goals.
NiQA has also changed how UNIQA manages operational capacity. During peak periods such as storm seasons, the solution is expected to support more effective workload distribution across teams, ensuring service quality holds even when claim volumes climb.
UNIQA’s goal was not to automate individual tasks, but to simplify and redesign the full claims customer journey. The aim was a solution that supports the entire operational value chain, eliminates manual workloads, improves data quality, and delivers faster service and a higher-quality customer experience.
UNIQA needed a solution capable of applying AI in a true end-to-end approach. The challenge was finding a partner that could support the entire claims process, not just parts of it, while adapting flexibly to UNIQA’s specific business objectives.
Since deploying NiQA with Intuitech, UNIQA has already settled several thousand claims through a completely new end-to-end claims handling operating model. For customers, the journey has become faster and simpler, with NiQA achieving a customer satisfaction score of 4.95 out of 5. For colleagues, the administrative burden has decreased significantly, freeing them to focus on complex and professional claims handling tasks. The outcome is a more efficient overall operation, with more transparent processes and faster progress toward UNIQA’s digitalization goals.
NiQA has also changed how UNIQA manages operational capacity. During peak periods such as storm seasons, the solution is expected to support more effective workload distribution across teams, ensuring service quality holds even when claim volumes climb.
UNIQA Biztosító Zrt. is a member of the UNIQA Group, a Vienna-based, publicly listed insurance group. In its core markets of Austria and Central and Eastern Europe, the UNIQA Group ranks among the leading insurance companies, with more than 20,000 employees and exclusive sales partners serving 17 million customers across 14 countries. In Austria, UNIQA is the second largest insurance company with a market share of nearly 21%.
UNIQA Biztosító Zrt. is a member of the UNIQA Group, a Vienna-based, publicly listed insurance group. In its core markets of Austria and Central and Eastern Europe, the UNIQA Group ranks among the leading insurance companies, with more than 20,000 employees and exclusive sales partners serving 17 million customers across 14 countries. In Austria, UNIQA is the second largest insurance company with a market share of nearly 21%.
