Allianz centralizes its Voice of the Customer to turn it into moments of truth

The context

As a general insurer, Allianz supports its individual customers with all their needs (everyday insurance, savings, protection, health), from enrollment to cancellation.

Satisfaction is measured throughout the policyholder journey: surveys, 1 to 5-star ratings, and open-ended comments. But in a business where being present during moments of truth makes all the difference, quantitative data is no longer enough.

The goal: to also leverage the richness of customer feedback at scale, in order to equip field teams and take action before friction occurs.

The challenge

Listen in real time

Monitor sentiment continuously to respond proactively, before a pain point leads to cancellation.

Simplify decision-making

Centralize scattered data to transform feedback into an immediate decision-making tool, all in one place.

Equip the field teams

Provide teams in direct contact with customers with concrete decision-making insights, based on real cases expressed by policyholders.

The solution implemented

A 6-month POC co-developed by Allianz and Glanceable:

• Close partnership between the satisfaction team and Glanceable
• Algorithms adapted to the realities of the insurance business
• Categorization of customer feedback and emotions

Feedback is automatically structured and cross-referenced:

• Categories and emotions detected in feedback
• Cross-referencing with quantitative data (ratings, surveys)
• Unified view of the policyholder journey

Results achieved

• Shared 360-degree view of customer feedback
• Holistic analysis: quantitative + qualitative
• Rapid processing of large data volumes
• AI-enhanced analytical capabilities