Case Study: Zurich UK streamlines insurance claims and improves customer engagement with LivePerson

Zurich UK reduces claims time to 13 minutes with LivePerson

Zurich UK, a leading insurance provider, sought to streamline and modernize its claims process to boost customer satisfaction. The company turned to vendor LivePerson to move customers away from traditional phone and email channels and provide support through the digital messaging channels they prefer.

LivePerson implemented its IVR deflection solution to shift customers to web chat, SMS, and particularly WhatsApp for an end-to-end messaging journey. This solution allowed Zurich to reduce the average time to settle a contents insurance claim to just 13 minutes during a pilot. LivePerson's technology also contributed to a 149% increase in chats year-over-year and enabled the sending of 6,000 proactive messages per month, significantly improving both customer and agent experiences.

Zurich UK