Page 8 - Turkinsurance Digital Magazine

6 interview

We created a process where we regularly collect ideas from our
agents. I also frequently go into the field and meet our agents.
When I first started my job as the CEO in September 2018, my
priority was to meet and listen to our agents. During my first
100 days in Turkey I met with more than 100 agents in different
regions. The agents are quite pleased with our quality of service
but we would like to further improve the speed and quality of
our responses. Our goal is to simplify our agents’ daily lives and
relationship with their customers as much as possible. Only in
this way we can move our ranking up even more among the most
preferred insurance companies.

What do you think of the digital developments in the insur-
ance market? What kind of response does the target audi-
ence give to mobile applications and other digital develop-
ments offered by Groupama?

Digitalisation has many dimensions. Digital technologies that
accelerate automation and communication have become essen-
tial in many areas such as marketing and customer relations.

Digitalisation, as it should be in all innovation activities, must
first of all meet the real needs. That is to say, I don’t think that
it should be done just for the sake of doing. We firstly focus on
the consumer needs during our digital developments for the web
or mobile applications. For example, Healpy, our mobile health
On the other hand, we will diversify the product portfolio of the application which we launched in 2018 garnered great success.
company and make it more balanced. In addition to auto in- This application offers a real service to our customers by ena-
surance, we will accelerate our growth in household, individual bling them to easily access their policy and claims information
health and corporate businesses.
regarding their health insurance policy at any moment.
Furthermore, 2019 will be the year of transformation for our Nowadays, the customers are seeking to receive personalized in-
information technology system, which will positively impact our formation. We also started sending informative and personalized
operational processes for underwriting claims management. videos to each customer who purchases a household policy or
Faster, and more interactive, our new system will support our notifies a household claim.
growth and develop our relationship with our agents.
Our digital implementations all have a common goal: innovating
We are focusing on simplicity and speed in all our processes. to simplify and improving the customer experience.
In 2019, our focus is on agility. We emphasize agility in every
area, from reducing the response time to the usage of artificial How do the foreign investors assess the current situation of
intelligence and robots.
the Turkish insurance market? In particular, how is their
vision of Turkey affected by declining products excluding
What are the strategies that form your distribution network compulsory insurance?
plans? Which networks do you plan to focus on in your dis-
tribution network organization, and why?
Turkey is a dynamic country. It is a country also valued within
the Groupama Group, with always great potential. There might
We further strengthen our relations with our 1800 agents and be difficult periods in the economy. However, I believe that the
brokers. We also support the agents to develop the relations best results are achieved thanks to the dynamism and solutions
with their customers.
found in such difficult periods. These solutions will be found in
the insurance market as well as in the Turkish economy. It will