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Voice of the Commonwealth - The Global Influencer

Voice of the Commonwealth - The Global Influencer

How collaboration may enhance the quality of insurance services

Sydney, Australia (CU)_ Nearly two decades have been spent by Yannick Giguère, general manager of EstImage at Stelvio Australia, in creating software solutions that facilitate efficient services and decrease delivery delays of insurance benefits. In a recent discussion with Giguère, he lauded Stelvio’s innovative product and collaborative business strategy, which earned the company the most prestigious Insurance Business 5-Star Technology award in 2022.

Giguère explained about the issues of communication in the property insurance industry. He stated that all suppliers must be evaluated based on the damage and loss involved in an insurance claim. Every supplier, including those that offer content replacement, specialized accommodation, and jewelry appraisals, utilize their chosen software and claims systems to handle their businesses and connections with insurance firms.

Giguère said, “You can imagine all those systems, they just don’t communicate [well] together. What happens is that insurance companies and suppliers and brokers and owners, they’ll send up data and communicate using emails or phone calls. And the issue with that is it creates delays [which result] in poor customer services.”

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To address this issue, Stelvio has developed the EstImage Property software platform, which links different types of suppliers with the insurers. Giguère said, “From a supplier’s point of view, they keep using their own system, but EstImage Property gives them access to all the requests coming from all the different insurance companies they work with, and then allows them to communicate seamlessly [about] the progress of claims”.

The platform enables all parties engaged in an insurance transaction to communicate real-time updates, thereby decreasing delays. It also reduces unstructured data, a source of inefficiency, by centralizing all property suppliers and claims data in an organized manner in order to accelerate the claims process.

According to Giguère, long-term market success depends not just on offering such new solutions, but also on collaborating with other businesses and customers to identify possible development areas. He said, “We are approaching business with collaboration in mind because we believe that’s the best way to service our clients. We don’t believe in zero-sum games where winning means the other party is losing. … We believe in a win-win situation, and we listen to make sure that the solution we work on with the client is the right one.”

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