Zurich Insurance UK Digital Transformation Initiatives

About the Customer

Zurich provides a suite of general insurance and life insurance products to retail and corporate customers. We supply personal, commercial and local authority insurance through a number of distribution channels, and offer a range of protection, retirement and savings policies available online and through financial intermediaries for the retail market and via employee benefit consultants for the corporate market.

Specialist student and young person insurance provider Endsleigh has been wholly-owned by Zurich since 2007 and remains the only insurance brand recommended by NUS. 

Scope and Challenges

Zurich to expand the use of Medallia Experience Cloud™ across its UK insurance business.

The insurer is now implementing Medallia Experience Cloud across its General Insurance business for the first time, building on systems it already has in place to track customer experience amongst Zurich’s retail life customers.

Medallia Experience Cloud provides the insurer with sophisticated customer data in real-time, giving Zurich employees another mechanism to help them understand and act on customer feedback to complement existing systems already in place. The technology also provides Zurich with valuable customer insights to help the insurer shape its customer retention strategy. 

Outcome and Implications

“We are delighted to be working with Medallia and using their customer data analysis tools across our UK business for the first time,” Tulsi Naidu, CEO, Zurich UK. “This is an exciting development for us which will help us better understand the customer experience and shape our strategy to ensure we continue to deliver a first class service for all our customers.”

In addition to Medallia’s desktop technology being deployed across its UK business, the insurer is also using the Medallia mobile app to track real-time comments from its customers.

“We work closely with our clients to help them anticipate customer needs and adapt their organizations to meet them,” said Borge Hald, CEO and Co-Founder, Medallia. “By using Medallia Experience Cloud across the company, Zurich can engage everyone in the company with the customer feedback that is relevant to their job.”