2019 BAI Global Innovation Award Finalists
Innovative Touchpoints & Connected Experiences
Aviva Poland’s Automated Claims Resolution Platform (ACR) is a fully online application for automated resolution of life and general insurance claims. In creating ACR, Aviva Poland embraced the challenge of changing client behavior and tapping into the potential of new-generation clients, who have fully adopted online processes across the financial services market. The platform gives clients a cross-functional process of claim registration, money disbursement, and online case status monitoring. The current ACR platform scope is being successfully expanded, with a plan to cover all risk and enable automated resolution by the end of 2020.
In 2019, mBank introduced a new approach to its banking chat functionality. Designed to be omnichannel, the chat is available on every site in its internet banking system and also at mBank’s mobile app. After logging in, customers can simultaneously chat and operate (e.g., transfer money, or execute other transactions) using their current account. The user can leave the conversation and return to it without losing its thread and can access a history of the conversation. Moreover, mBank designed chat in a way that keeps all sensitive customer data secure in the bank’s own system, and not shared with a third-party provider.
DRIVE, a mobile and web app, keeps Canadian car owners on top of maintenance and essential car services — from booking service appointments, to staying up to date on safety recalls, to storing essential ownership details and documents, and more. DRIVE was launched by RBC Ventures in early 2018 as a way for the Royal Bank of Canada to: 1) more deeply engage with car owners throughout their entire ownership journey outside of traditional banking products and services, and 2) connect consumers to RBC’s auto dealer and car service partners to help drive partner business revenue. More than 3,000 auto dealerships are on the platform, servicing a growing user base.