Moments of Truth is Hollard’s initiative designed to assist Brokers in managing claims processes and minimising costs. We are currently developing workflow rules for various business classes, and this edition outlines a few of the many methods used to create an exceptional experience during your clients’ claims journey.
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Hollard STP Glass suppliers can register a claim using various customer identifiers such as the Hollard policy number, customer ID, vehicle registration number, VIN, or company name for business policies. Once registered, the claim is automatically sent to Hollard for validation. Approval is granted in seconds, allowing suppliers to promptly proceed with glass repair or replacement.
Automation through STP Glass simplifies the process by reducing the time and effort required to handle glass claims. STP Glass removes manual intervention from claims staff, aiming to enhance accuracy and turnaround times. This results in fewer delays and lowers the need for follow-ups from brokers and customers. Additionally, timely updates ensure that Hollard customers and brokers are informed throughout each stage of the claim.
Growth in the STP project has shown the value of STP Glass to Hollard, customers, and brokers. We are enhancing the process with Auto-Invoicing and Auto-Payments. By automating glass claims, we aim to set a new industry standard and process 75% of motor glass claims through STP Glass. National webinars will be held before 31 August 2025 to inform stakeholders and share STP benefits.
By automating glass claims, we aim to set a new industry standard and process 75% of motor glass claims through STP Glass.
In a world where instant communication is the norm, we are taking a bold step forward to enhance the way our customers engage with us during one of the most critical moments in their journey – the claims process.
We are excited to launch the Hollard WhatsApp Concierge – an intelligent, digital guide that will support and streamline customer interactions throughout their short-term insurance claims experience. The WhatsApp Concierge is designed to provide customers with real-time, user-friendly support through a platform they already use daily: WhatsApp.
It is time to reimagine how we connect with clients. This solution will not only enhance service delivery but also fast-track non-complex claims and improve transparency, communication, and convenience across the board.
Our initial focus is Motor Assessment Booking (MVP1). Once a customer logs a claim, they will receive a WhatsApp link to schedule their vehicle assessment.
This tool is customised for each broker’s brand, keeping your identity central. It supports rather than replaces your role, reducing admin time, so you can focus on advising clients.
Upcoming releases will feature:
Hollard brokers and customers can now conveniently register Geyser and Plumbing claims via email to Hollard Claims or through our plumbing suppliers’ call centre. This simplifies the process, reducing follow-ups and enabling faster processing of damage claims in emergencies.
Of all plumbing claims through STP
Scheduled to become operational
Hollard STP Geyser and Plumbing suppliers can register claims using the Hollard policy number, customer ID, or company name. Once registered, claims are sent to Hollard for validation based on our business rules. Approval is given in seconds, allowing suppliers to quickly proceed with repairs or replacements.
Automation through STP Plumbing enhances convenience by minimising the time and effort required to process plumbing claims. STP Plumbing removes the need for manual intervention from claims staff, thereby aiming to improve both accuracy and turnaround times. By reducing delays and minimising the need for follow-ups from brokers and customers, the overall customer experience is significantly enhanced. Additionally, these timely updates will ensure that Hollard customers and brokers are informed at every stage of the claim process.
The final stages of testing are currently underway and STP Plumbing is scheduled to become operational before the end of August 2025. The goal is to process 75% of all plumbing claims through STP, establishing a new industry benchmark in automating plumbing claims. A national webinar is planned before 31 August 2025 to inform stakeholders and discuss the benefits of STP Plumbing.
STP Plumbing is scheduled to become operational before the end of August 2025.