Aksigorta Mobile Application
Aksigorta took customer experience to the next level with its mobile application. The app was launched as a major step toward its next-generation insurance vision. This mobile application stands out by offering a digital service point to be integrated with all other channels for customers. The Aksigorta mobile application provides customers with omnichannel freedom and creates more value for its customers with the company’s collaborations in different sectors. The app also serves as a digital platform that provides a new way of communicating between the agency and the customer. By focusing on before- and after-sales with its mobile application, Aksigorta aims to create a meaningful relationship with users and actively participate in the world of risks of its customers.
The Aksigorta mobile application provides customers with integration between online and offline via the call center and risk advisor applications. The mobile application also allows users to add their insurance policies from other companies and monitor their coverage directly from the Aksigorta app. With this innovative feature, Aksigorta customers can monitor all their coverage from a single application. In order to accompany its customers in every situation, Aksigorta made its claims consultants visible and increased their accessibility. Redesigning the complex policy environment with a customer-oriented perspective, Aksigorta designed a platform structure that makes the advantages and added value of insurance clear to customers at all times, not just at the moment of damage.
AI Pricing
The basis of insurance is the calculation of risks that may occur in the future and the cost that will arise accordingly. This accurate and precise calculation allows Aksigorta to avoid unnecessary losses for the company, while providing more affordable and fairer products for its customers. In general, actuaries in the insurance sector perform this complex calculation with GLM models for individual insurance policies, especially for engine products. Aksigorta created an additional layer with artificial intelligence algorithms by drafting data scientists into this calculation. As a result, Aksigorta’s MTPL and MOD product rates are far more affordable and competitive. In fact, by offering the fairest price to its customers, Aksigorta both protects its customers’ budgets and benefits the company in terms of profitability and market share.
Chatbot
Aksigorta’s ClaimsChat application provides a fast-chat return to the customer in response to a claim filing. A WhatsApp group – consisting of an expert, case manager, the service, and customer representative – is created by the AI. Transparent and rapid communication is ensured with the WhatsApp group created shortly after the claims notice. When the process is completed, the AI executes a sentiment analysis of the conversation and sends the data to the CRM system. By digitizing the claims quotation stage with its chatbot app, Aksigorta makes all its defined operational services faster and more reliable for customers.
Online Expert
Having long provided remote expertise services to both motor and non-motor customers, Aksigorta stepped up this service offering in response to the pandemic. Aksigorta ensures that expert report procedures are carried out via photos uploaded to the system. Customers are contacted via telephone, video conference and WhatsApp. Claims file closing procedures, which can take up to one week in the actual expert report application, are completed in as little as 20 minutes with remote expert reports. Faster processing eliminates potential customer dissatisfaction compared to much slower in-person appointments.
Finish with Mobile Initiative
During the year, Aksigorta developed a next-generation insurance experience in the bancassurance channel. This new solution ensured that branch channel insurance product sales, which had come to a standstill due to the pandemic, gained momentum and became sustainable. Aksigorta offers its customers the opportunity to approve insurance product sales made at Akbank branches through the Akbank Mobile application, as part of its Finish with Mobile initiative. Under this effort, all insurance products that can be sold through the branch channel – such as MOD, MTPL, home, goods, workplace, mini health – can be approved by customers in the Akbank Mobile app within seconds. Finish with Mobile is also paper-free and does not require a wet signature.
Special Day Celebrations
Aksigorta also stands by its customers on special event days and holidays. On Women’s Day and Mother’s Day, Aksigorta offered mammography or breast USG services to all its female customers who are Keep Living Insurance policyholders. On Father’s Day, Aksigorta presented PSA service to all its male customers who are covered by Keep Living Insurance during the campaign period. Customers with Keep Living Insurance coverage, who are protected against 13 different unexpected situations and life-threatening diseases, also received the Oncology Support Package during the promotional campaign.
Online Insurance Glossary
Aksigorta launched an online insurance glossary so that its customers can perform their insurance transactions more easily. The glossary is designed to make insurance jargon much more understandable. In order to speak the same language with its customers with a simple, easy and accessible understanding of insurance, Aksigorta identified the most searched insurance terms in the Google search engine to develop its online glossary. A useful insurance reference resource was created for consultation not only by customers but all internet users, when needed. The glossary currently contains approximately 150 insurance terms. Aksigorta plans to further enrich the information resource with new terms on a regular basis to keep it updated.
Collaborations
Aksigorta started the customized policy era in Turkey with the Fiat Connect Casco initiative – a first in the country. Today, Aksigorta continues to pursue collaborations that will benefit its customers. Thanks to the Fiat collaboration, Aksigorta calculates the motor own damage insurance fee taking into account the number of days of use and the driving score of the customer. Drivers using this app enjoy discounts of more than 10% on motor own damage policies depending on the duration of use of the vehicle. The driving score is calculated by analyzing vehicle usage data. The system performs an analysis before applying any additional cost to the policy; the data is evaluated by Aksigorta during the policy renewal period. MOD policy discounts are determined individually.
Collaborating with Vodafone to make sure that even more people enjoy its services, Aksigorta launched the Telcoinsurance project in order to integrate into different ecosystems. Under this effort, Vodafone Insurance Agency issues insurance policies via the Vodafone Yanımda mobile app and Vodafone Call Center backed by Aksigorta.
Online Health Consultancy
Aksigorta’s online health consultancy service is a standout in the market with its wide range of processes, medical specialty areas and doctor options. Aksigorta customers with any health policy – such as Akbireysel, Aksağlık, Supplementary Health Insurance, Keep Living Insurance, and Easy Health – can communicate with doctors in 14 different medical specializations, as well as with nutritional specialists and psychologists via video calls.
Agencies Beyond Club
Aksigorta remains committed to facilitating the business processes of its 3,000+ agency network across Turkey. To this end, Aksigorta upgraded its World of Privileges mobile application for its agencies. By rebranding the name and refreshing the image of its mobile application, Aksigorta made life easier for its agencies with the renewed mobile app: Agencies Beyond Club. Focusing on the needs of its agencies during the update process of its mobile application, Aksigorta completely changed the renewal screens. Now, agencies can view all the information they need while effectively managing the renewal process.
Agencies Beyond Club provides Aksigorta agencies with instant access to a comprehensive range of information. The accessible information encompasses production, renewal, policy viewing, demand records opened by agencies, relevant segment, segment privileges, next segment, promotional campaigns, wind of success, commission data, target commission, and claims procedures.
“Beyond” Insurance Academy
As one of leaders in the insurance industry, Aksigorta implemented the “Beyond” Insurance Academy education initiative to support development of the sector and move it forward. Developed in collaboration with Bilgi University, Beyond Insurance Academy was designed to raise the bar of success in the sector to a much higher level. With this effort, Aksigorta contributes to the development of its own agencies as well as all sector stakeholders. Beyond Insurance Academy also benefits university students who will build their careers in the insurance industry. At the Academy, 20 different trainings were administered to nearly 9 thousand participants during the year.
Agencies Tell Now
In 2021, Aksigorta conducted the Agencies Tell Now initiative to bolster agency channel communications. Aksigorta’s agencies explain the benefits and practices of the company to them and their customers, and the advice they give to new agencies, in video interview format. This effort was designed to reinforce the relationship of Aksigorta with its agencies and offer opportunities for advice and experience for new agencies. Videos are filmed with 40 agencies from 10 regions across the country and published on Aksigorta’s Instagram, Facebook and YouTube pages every week.
Gifts
Aksigorta gifted mammography or breast USG services to all agency and female company employees on Women’s Day and Mother’s Day. Complimentary PSA services were offered to all agency and male employees on Father’s Day.
Celebrating the month of Ramadan and May 1 Labor Day for its agencies, Aksigorta presented shopping vouchers for use in certain markets to its agencies, including more than 10,000 agency employees.
Women’s Empowerment Principles (WEPs)
Aksigorta is committed to providing a democratic working environment for its employees with the awareness of gender equality. To this end, Aksigorta became a signatory to the Women’s Empowerment Principles (WEPs) established by the United Nations Gender Equality and Women’s Empowerment Agency and the United Nations Global Compact. By signing this set of guidelines, Aksigorta has strengthened many of its current efforts on gender equality in line with the seven basic principles of WEPs. In 2013, Aksigorta signed the Declaration of Equality at Work in order to raise awareness of gender equality across the organization. Today, 50.3% of Aksigorta’s employees and 32% of its executive staff are women.
By displaying a gender-neutral approach in all communication channels, Aksigorta strives to bring equality between men and women to every platform where it participates. Aksigorta further supports the issue of gender equality with specialized trainings and seminars.
Digital Security Platform
The Digital Security Platform, launched by Aksigorta free of charge to the public as a social benefit, was met with great interest by its target audience. The platform has become a major reference and information source on digital security and cyberattacks, offering rich content for businesses, families, and individuals. The Digital Security Platform features free online digital security trainings from Boğaziçi University experts, videos to raise digital awareness, the latest news on the digital world, in-depth research, reports from Turkey and abroad, articles, case studies from around the world, and podcast series with experts in the field. Since its launch in November 2020, the platform has recorded over 1 million unique visitors and 1.5 million visitor sessions.
ITU Çekirdek InsurTech Program
As in previous years and within the framework of its cooperation with ITU Çekirdek InsurTech Program, Aksigorta provided support to successful initiatives with innovative business ideas. In 2021, Aksigorta supported the efforts of Kidolog, a parent and child development platform, and Tamamliyo.com, which provides collaboration in complementary health insurance. In order to build an industry ecosystem in this arena, Aksigorta plans further support to commercialize these initiatives and create global success stories.
Commercial Films
In 2021, Aksigorta addressed those who think that insurance is too expensive to purchase for minor issues with a series of commercial adverts. The series tells various stories of a man who spends hundreds of liras on acquaintance masters by saying “I’m not rich enough to pay for insurance” for minor issues that may occur in the home, such as getting locked out, air conditioning maintenance, and ceiling leaks. Viewers are then invited to purchase Aksigorta Home and Furniture Insurance coverage.
Another commercial by Aksigorta targets those who buy MOD insurance at the first place they visit. The advert tells the story of a couple who set out to find the best melon and finally arrive at the border checkpoint. Asking its target audience, “You go all this way for a melon, why do you buy your MOD insurance at the first place you visit?” The commercial recommends that viewers consult Aksigorta and get a quotation before they purchase MOD insurance coverage.
Earthquake Truck Donation to AKUT
During the year, Aksigorta donated the iconic truck of the “Keep Living Turkey” project to its partner AKUT. Aksigorta started the initiative together with AKUT in 2010 to inform the public about natural disasters such as earthquakes, floods, and fires. Keep Living Turkey was launched to fill information gaps on disasters, especially earthquakes, and the associated losses that can occur. Over the past five years, Keep Living Turkey has reached some 5.4 million people in 52 provinces and 174 districts across the country. The iconic truck that was transferred to AKUT is well-known for its simulation of the 1999 Great Marmara Earthquake of magnitude 7.4. The specially outfitted truck features two sections: “3D G Force Earthquake Simulator,” and “Safe Room” and “Unsafe Room.”