At NN, we’re using data and technology to deliver smoother processes for our clients, allowing them to save time and focus on what matters most to them. A recent example is how we used automation to simplify claims processing for OHRA pet insurance customers.
OHRA’s Pet Insurance
Pets are important members of many families, so when they get sick, you want them to receive the best possible medical care. Medical care for animals can quickly become expensive in many countries. But in the Netherlands, OHRA pet insurance can help keep these costs predictable.
innovation compensation
Traditionally, customers submit their claims through an online portal, where an automated system processes the claim based on information received from the customer. Many households have adopted pets during the Covid-19 pandemic, leading to growth in OHRA pet insurance policies and claims, nearly doubling from 2022 levels.
To avoid increasing processing costs, we need to increase the number of claims processed automatically. We do this using Optical Character Recognition (OCR) technology, which enables computer vision to read invoices regardless of their design or photo quality. For OHRA customers, this means they only need to submit a picture of their invoice instead of filling out a form.
It turns out that our customers appreciate this innovation. Customer Effort Score (CES) – the metric we use to measure a product’s ease of use for customers – dropped to 1.2 (2020: 2.2), indicating that customers find it much easier to file claims. In addition, customer satisfaction rose to 9.2 (2020: 7.4). Innovation has also helped us improve efficiency: Straight-through process (STP) – meaning claims are processed without human intervention – increased to 60% (2020: 35%).
Overall, this innovation improves the customer experience for OHRA pet insurance, making it one of the best of all OHRA products.
Read more about OHRA pet insurance on their website.
