Question: How can companies use digital channels to explain complex insurance products?

Answer: We analyse your products in workshops and develop suitable digital explanation formats. Depending on the target group, this can range from interactive videos to personalised self-service channels.

We advise you on the possibilities of modern AI and develop digital assistants that present complex interrelationships in an understandable way - perfectly tailored to the expectations of young target groups.

Question: How can insurers design digital touchpoints in such a way that they actually reach Generation Z?

Answer: Generation Z expects seamless digital experiences on their favourite channels. We work with you to develop modern touchpoints such as WhatsApp integration for advice and claims reporting.

We use our expertise to design the entire process - from multimedia claims documentation via smartphone to a completely digital application process with voice and chat support. This allows you to reach young target groups where they are active every day.

Question: How can digital channels contribute to business value optimisation in addition to customer acquisition?

Answer: Digital channels offer far more than just customer acquisition. Our solutions automatically identify cross-selling and up-selling potential and address this directly. In the event of policy changes, the system immediately checks the relevance of premiums and presents the effects transparently. In the event of major loss events such as storms or hail, digital channels enable the necessary scaling to process accumulation losses efficiently. This allows you to increase efficiency and customer satisfaction in equal measure.

Question: How do modern AI assistants differ from traditional chatbots?

Answer: The new generation of AI assistants offers a completely different user experience to traditional chatbots. They actually understand customer enquiries and do not give predefined answers. After analysing your service requests, we develop an AI service concept that will delight your customers and noticeably reduce the workload on your employees.

Question: What advantages do clerks have by using AI assistants?

Answer: Our AI assistants for case handlers offer three key benefits: They proactively provide relevant information while the employee is working on a case. They provide context-related recommendations for action with direct function calls. And they suggest the next steps in customer care. This significantly reduces the time spent searching for information and allows your employees to concentrate on advising customers.

Question: For which communication channels (telephone, email, chat, etc.) is the use of AI suitable?

Answer: Artificial intelligence can support communication with customers on all digital channels. Smart channel management uses AI for data analysis and automation in order to optimise interactions across all channels.

Agent-assist solutions can be used in three phases of customer service employees' workflows: before, during and after a phone call or chat.

AI assistants take over:

• Analysing and pre-qualifying the request
• Recording information such as the customer's name, enquiry and authentication status
• Lead qualification to show customer value and potential cross-selling and upselling potential
• Transcription and documentation of telephone calls in real time
• Real-time coaching
• Analysis of the call and follow-up with tips
• Escalation of sensitive cases to a human agent

Question: What should insurers do before actually modernising their legacy systems?

Answer: Before you invest in new technologies, the rule is: clean up first, then modernise. We support you in first focussing on your company services and deciding which ones are really strategically important. We then work with you to streamline your business processes and identify automation potential. This preliminary work is crucial - it reduces complexity, lowers costs and creates the conditions for successful IT modernisation without unnecessary ballast.

Question: How can companies modernise their legacy systems without taking major risks?

Answer: We analyse your IT landscape and develop a customised modernisation strategy with manageable sub-projects. Instead of a risky "big bang", we focus on modular, step-by-step modernisation. We guide you through the entire transformation process and ensure a secure migration that meets your specific requirements and resources.

Question: What benefits can insurance companies expect from IT modernisation?

Answer: The modernisation of your IT landscape creates new scope for action for your corporate strategy. We identify the most important potential benefits in your individual context - be it greater agility, better fulfilment of regulatory requirements or the ability to offer new digital services. Our focus is on measurable improvements that fit in with your corporate strategy.

Question: How effective can AI be in detecting insurance fraud?

Answer: The effectiveness depends heavily on your individual situation. After analysing your claims history and identifying possible fraud patterns, we develop a suitable concept for your fraud detection. With optimised, AI-based fraud detection, you can significantly reduce the loss ratio.

Question: How does Materna go about developing an AI-based fraud detection system?

Answer: We start by analysing your claims history and existing processes. Based on this, we develop a customised fraud detection concept and integrate it seamlessly into your systems and processes. We also support you in continuous improvement so that your solution becomes ever more precise through constant learning.

Question: How can insurance companies utilise the EU Data Act for new insurance products?

Answer: After analysing your data assets and potential use cases, we develop strategies for usage-based insurance. The EU Data Act obliges manufacturers to provide interfaces for the transmission of usage data. We develop a suitable concept for your company and provide support during implementation - from the data platform to integration with your existing systems.

Question: What competitive advantages can data-driven business models offer?

Answer: The competitive advantages are manifold and depend on your specific market position. We identify which data-driven approaches offer you the greatest added value - be it through customised tariffs, better risk assessment or greater customer loyalty. From strategy to implementation, we support you in utilising your data profitably and differentiating yourself from the competition.