Jason Sampaio
Zurich Brasil
Claims Director
Zurich Brasil, a leading provider of warranty insurance, has established a remote fault diagnosis service. Once a policyholder submits a claim, they are linked by a voice channel to a member of the carrier’s technical team who examines their insured appliance, using photographs or video images, and determines how it should be repaired. If the claim is approved, a technician is scheduled to perform the repair. Zurich Brazil reports that 61% of its extended warranty repair claims are now resolved with the help of remote diagnostics (read the case study).
Jason Sampaio, Head of Claims – Affinities at Zurich Brasil, explains how thanks to this project they reduced customer service time by about 40% and had a 16-point increase in their NPS.
