A claim is a frustrating event for the customer and the long and complex procedure adds to the problem. From a customer’s point of view, the insurance company’s process is not easy to follow and not as transparent as expected. Furthermore, the reporting of the case is inconsistent and therefore not plausible. In addition, the case documentation needs to be done in different steps and places which lowers the efficiency.
Transparent process
Baloise Insurance was looking for a digital solution, which enables a consistent and transparent process for the claims inspector as well as the client. That’s when the idea of the eSi-Mobile App was born. The app was developed in collaboration with Earlybyte and brought a variety of advantages for Baloise, which can also be applied to other companies.
The app has different features such as a cost section to make the costs transparent and easy to understand.
Effortless Communication
The client is informed and involved from the beginning and can easily follow the whole process. Furthermore, the craftsmen are called up through the app and the payment is executed automatically, which leads to little to no effort for the client. Finally, the client can review the document on the spot thanks to the direct and transparent communication.
Innovative Drive for Solutions
The Baloise Insurance was able to prove that they’re a modern and innovative insurance company by going a step further in digitalization. The app can also be adapted into other markets of the company, e.g. in Belgium. In addition, the insurance is able to work more efficiently by investing more time into conversations with their clients and wasting less time on paperwork. Roland Saxer, leader Claims Property and Marine, explained that the eSi-Mobile App proves the innovative drive of Baloise Insurance. He further explains that they can prove to their clients and employees that they can find solutions which work out for everyone involved.
“With the eSi-Mobile App we can prove our clients and employees that we find solutions which work out for everyone and that we are an innovative insurance company.”
Roland Saxer, Head of Claims Property and Marine at Baloise Insurance
Improvement in Efficiency
A transparent cost sheet is available in real time in order to finish the documentation on the spot, including the signature. The documentation is consistent all over Switzerland, it’s easier to find needed information and interchange orders. Only one tool is needed to keep track of the damages and it’s simple to operate (one-handed-mode).
“I am able to work more transparently and personally with our clients.”
Mischa Wanger, Claims Inspector at Baloise Insurance
Mischa Wanger, claims inspector at Baloise Insurance, explains how the app has greatly improved his way of working: “I am able to work more transparently and personally with our clients, which is also greatly appreciated by them. I don’t have to do as much paperwork as before, since the post-editing is not necessary anymore. Everything is just more consistent and easier.”
Iterative Collaboration
As the many advantages above have shown, it’s a great idea to start investing in digitalization and work with start-up companies. The collaboration with Earlybyte started in an iterative way. The two partners brainstormed, got together for inspiring hackathons and worked on identifying the best possible solution. Various features got tested and evaluated in real life and were then adapted in the next step – resulting in the eSi-Mobile App, which allows for consistent, transparent and fast documentation and a more costumer-based way of working.
Thanks to the eSi Mobile-App the claim process is easy to understand – for inspectors as well as for clients.
“We got together for inspiring hackathons where we worked on identifying the best possible solution. “
Mike Schälchli, CEO and Founder at Earlybyte GmbH
The enhanced efficiency and customer service as well as the 3rd place in “Swiss Insurance Innovation Award” and the qualification for one of the fifty best apps in Switzerland all prove the same: Investing in innovation and working with start-up companies pay off.
Meet the Team
In 2018 Mike Schälchli founded the Swiss start-up Earlybyte with four friends from his studies in Software Engineering. He’s always working on the best solutions for the clients, his employees and himself. There is no status quo he won't challenge to unlock full potential.
Mike Schälchli, CEO and Founder at Earlybyte GmbH, mike.schaelchli@earlybyte.ch
Roland Saxer joined Baloise in 2005 as a Trainee. After several positions in different lines of business he took over the responsibility of the Claims Property and Marine department. Together with the team he aims to improve claims processes every day – with a clear focus on the customer.
Roland Saxer, Head of Claims Property and Marine at Baloise Insurance, roland.saxer@baloise.ch
About us:
Earlybyte is a start-up specialized in digitalization and individual software solutions. The company was founded by five IT-specialists in 2018 and is based in Winterthur, Switzerland. By now, five more employees have joined the company and their philosophy “don’t be late – be lean” has come into full effect. The companies vision is to enable the pioneers of tomorrow with innovative and user-centric software.
Earlybyte was able to celebrate various successes with the eSi-Mobile App, which was developed for their client Baloise Insurance. They won the 3rd place in “Swiss Insurance Innovation Award” (award for innovative projects in the insurance sector in Switzerland) and qualified for one of the fifty best apps in Switzerland in 2020.
The Baloise Group is more than just a traditional insurance company. The changing security, safety and service needs of society in the digital age lie at the heart of its business activities. The 7,600 or so employees of Baloise therefore focus on the wishes of their customers. The best possible customer service, combined with innovative products and services, makes Baloise the first choice for people who want to feel ‘simply safe’. Located at the heart of Europe, with its head office in Basel, the Baloise Group is a provider of prevention, pension, assistance and insurance solutions. Its core markets are Switzerland, Germany, Belgium and Luxembourg. In Switzerland, with Baloise Bank SoBa, the Group also operates as a specialised financial services provider, offering a combination of insurance and banking services. The Group offers innovative pension products to retail customers throughout Europe from its competence centre in Luxembourg. B‚loise Holding Ltd shares are listed in the main segment of the SIX Swiss Exchange.
