Insurtech redefines the way people interact with insurance, changing the customer journey in all touchpoints, and while today the concept is still in an early stage in Romania, digital trends and demand are bringing it much closer to reality. Innovative technologies, craftsmanship and strategic commitments are just part of a company’s journey towards insurtech and Gerke Witteveen, Chief Financial Officer, together with Laura Uceanu, Chief Information Officer, shared insights on NN Romania’s approach in becoming the leading customer-centric and technology driven digital insurer of the future.

Digitalization has developed immensely in the past decade, and it truly entered a fast track during the pandemic years. March 2020 was the breaking point, marking the shift from a shy and rather traditional digital evolution to the major digital advancements that have transformed our lives today and moving forward. “The need for digital tools and processes that simplify the customer journey and the way people interact with their products is higher than ever before. This requires constantly listening to clients to anticipate their needs and customize solutions offered, as part of our strategy to help people protect what matters most to them. Therefore, it is only natural that we focus on investing in digitalization and on attracting talents with digital skills, always pushing our commitment to innovate forward”, said Gerke Witteveen.

Reshaping and digitalizing the experience offered to the more than 2.2 million Romanians who rely on NN to protect their financial future has been a strategic priority for some years now. “NN Romania’s digital transformation journey has gained a lot of momentum, reflected both in the company’s operations and in a digital ecosystem centered on the customer journey and experience. Looking back, we have come a very long way in such a short time and in an industry that is still under-digitalized compared to others”, added Laura Uceanu.

Today, NN integrates multiple digital tools, platforms and solutions benefiting both the team and the company’s insurance and private pensions clients in Romania. By combining native cloud technologies with SaaS solutions and custom-built software, NN drives digitalization and aligns its strategy and product portfolio to market demand. As a result, clients have access to digital means that allow them to be in real-time contact with their insurance and private pensions, from contract signing, to payments, to updating their personal data or accessing all the information they need and even requesting the benefits of their products in a seamless and accessible experience.

“Digitalization ensures an increased level of transparency and faster access to information and solutions. As leader in our markets, our role is to deliver real-time digital interactions and experiences that empower customers and adapt to their dynamic lifestyle in a personalized way. This means having a holistic approach to digitalization in all areas of the business and interaction with customers. And to take our mission further, we are constantly combining our strengths, culture, mindset and craftsmanship and we seek to build connections with entrepreneurial communities that deliver innovation in insurtech in Romania”, NN’s Chief Information Officer explained.

Digitalizing the customer interactions translates into building-up a digitally enabled advisor distribution model at NN, equally focused on creating a good journey to every customer in all channels and on a significant upgrade in supporting the 1,500 financial consultants with digital tools that make their work easier. Technology and large volumes of data provide valuable knowledge and insights that help anticipate the customers’ needs and design solutions tailored to their profile. And digital tools and processes add convenience in the interactions between clients and the company or their products and services, with the mobile app NN Direct being specifically designed as an ecosystem for clients’ digital interactions with NN.

“NN has a dedicated focus on increasing business analytical capabilities and self-service based on a comprehensive analytical data platform fed from any source and having data transformed either in governed indicators used for tactical and strategic decisions or in data feeds processed in Machine Learning models and embedded further on in operational activities. This translates into large volumes of data “crunched and distributed” every day, which help create personalized communication and product offering and contribute to improve and automate core insurance processes, while offering a tactical and strategic oversight of the business evolution”, said Laura Uceanu, Chief Information Officer at NN Romania.

“All the digital tools and processes integrated and the new features added to our NN Direct mobile app already bring insurance and private pensions at our customers’ fingertips and we are constantly developing both sides. Moving forward, our plans for the coming years remain strongly connected to the digital world, as we will continue to challenge ourselves and keep enhancing the digital offering for customers and overall digital landscape in Romania. From a broader perspective, insurtech shows a promising outlook in Romania as well, following global trends, which will ultimately create easier and more agile insurance customer interactions in all channels”, concluded Gerke Witteveen, Chief Financial Officer at NN Romania.

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