claims process for Justfly. This meant, launching a new eClaims
portal designed for Justfly as well as its brands.
After developing a new eClaims portal, policyholders were
able to access the following features under a single platform:
• Begin a new claim/add information and supporting docu-
ments to an existing claim.
• Download their description of coverage/policy.
• Track the status of claims online.
Two of the biggest hurdles policyholders face during the
claims process are communication and ensuring all necessary
documents are in a centralized location. This step in the claims
process is paramount. If files are lost, this may mean longer adjudication times and an increase in dissatisfied customers.
It is important for both the carrier and the insured to be able
to access all critical documentation when they have questions or
simply need them for reference.
Generali’s new eClaims portal lets policyholders communicate
with claims representatives, access frequently asked questions,
read step-by-step instructions on how to submit a claim, and ensures that customers have all of the documentation needed to
submit their claim. Customers can even submit and access claims
In the end, Generali solved one of the most pressing issues that
occur during the typically tedious claims process — manual information gathering and processing. This alone speeds up adjudication, significantly.
After implementing its eClaims portal, Generali reported that
33% of all claims received came via its eClaims portal. Today, Generali has reduced the amount of unnecessary calls it receives and focuses on providing help to more complex problems over the phone.
Happy partners & satisfied policyholders
After Generali’s eClaims portal rolled out with Justfly — all par-
ties involved were satisfied with the results of the new eClaims
system. Generali’s partners at Justfly said:
“The new claims website has been very positively received by
our customers as it offers them an intuitive online approach,
which has contributed to a more enjoyable customer experience.
We look forward to continuing to build on the operational effi-
ciencies provided by the eClaims platform that provides an end
to end digital experience to eliminate phone calls and serve cus-
tomers with greater velocity.”
Looking toward the future
The claims process is constantly evolving, especially as insurers see a rise in a variety of claims over time. Going fully digital
seems to be the way of future claims. At this rate, two things are
certain: the insurance industry will continue to grow and will
adapt to the many new technologies proven to increase efficiency.
Generali is one shining example of how an insurer can provide
top-notch service, all the while, increasing customer satisfaction,
and claims adjudication times. As more and more insurers take
to technology for the claims process, the many innovations that
arise as a result will serve as a learning experience on what and
what not to do.
“We’re very proud of the initial success of our eClaims Portal
which has received positive feedback from customers in both its
ease of use and efficiency,” said Chris Carnicelli, CEO of Generali Global Assistance. “We are committed to enhancing our
products and services through innovation, constantly striving to
improve for our partners and their customers. We look forward
to building on our innovations to claims in the months to come.”
Generali does plan to make its eClaims portal available to its
entire partner base in the near future. The hope is to provide
more value to its partners and customers.
Moshe Beauford ( email@example.com) is a freelance
journalist, copywriter and blogger. Beauford’s work
has appeared in publications such as Geek Time Israel,
PasteMagazine, Times of Israel, Property Casualty 360
TWO OF THE BIGGEST HURDLES POLICYHOLDERS
FACE DURING THE CLAIMS PROCESS ARE
COMMUNICATION AND ENSURING ALL NECESSARY
DOCUMENTS ARE IN A CENTRALIZED LOCATION.