Case Study: Achmea improves NPS and cuts claim handling costs with TechSee Visual Assistance

Top Insurer Achmea Improves Net Promoter Score by 11 points

Achmea, one of the largest insurance groups in the Netherlands, faced the challenge of improving its claims processing efficiency to enhance customer loyalty in a competitive market. The company aimed to reduce its claim life cycle time, lower handling costs, and improve the accuracy of its damage assessments. To address this, they turned to the vendor TechSee for a solution.

TechSee implemented its Visual Assistance solution, which allows customers to share live video or images of property damage with agents for immediate assessment. This enabled Achmea to resolve many claims during the first interaction, drastically reducing the need for field adjuster visits. The results were significant, including an 11-point increase in Net Promoter Score, a shorter overall claim life cycle, and a reduction in average handling cost. Following a successful pilot, TechSee is now used by 1,500 agents as part of Achmea's strategic roadmap.

Achmea

Rudi Thuis

Development Manager