Zurich Insurance Group is a leading multi-line insurer that serves customers around the world. Founded in the city of Zurich, Switzerland in 1872, Zurich Australia was established in 1920 when the Commonwealth General Assurance Corporation Ltd (CGA) was incorporated in New South Wales.
After the acquisition of ANZ’s life and consumer credit insurance business (OnePath Life) on the 1st of June 2019, Zurich Australia is now one of the largest life insurers in Australia serving more than two million customers and paying more than $1 billion per annum in claims.
After working with Jade on designing and implementing a new quoting and application experience (Zurich Quote & Apply) for financial advisers who were considering Zurich policies for their clients, Zurich shifted their focus to address two additional areas of improvement:
This stream sought the appropriate data to validate the business problem and determined the right thing to build.
Activities included reviewing available quantitative and qualitative data for affected user groups (primarily call centre staff and policyholders); conducting stakeholder interviews to understand specific use cases, user flows and pain points; synthesising insights and making recommendations.
This stream ensured that a new digital solution would be scalable, sustainable, and compatible with Zurich’s existing infrastructure.
Drawing on the outputs of the UX research steam, activities included: working closely with Zurich technical stakeholders to understand the enterprise IT landscape and how it might constrain or enable a new solution; envisioning the solution design for a self-service portal that integrated with Zurich’s existing infrastructure and third-party technology partners.
The discovery phase combined contextual research and industry insight, validating the case for organisational change and a self-service customer portal. The ultimate outcome of the discovery phase was a timed and costed delivery plan that created confidence in the scale of investment required as well as the expected returns in customer experience and operational efficiency.
Just over a year since the initial release of the My Zurich portal, Zurich’s Customer Experience and Retention Manager for the Life and Investment lines of business reported:
