Allianz, one of the leading insurance groups in Spain with a wide customer base, set out to improve the customer experience in the insurance renewal process. With the collaboration of Izo, Allianz undertook a comprehensive redesign project focused on optimizing this crucial process for customer satisfaction and portfolio retention.

The Izo team worked closely with Allianz to understand the challenges and opportunities present in the insurance renewal process. Ideation and co-creation sessions were held with Allianz employees, which made it possible to identify key areas for improvement and to develop innovative solutions to address them.

As a result of this collaborative approach, a number of significant improvements were implemented in Allianz's insurance renewal process. These improvements focused on facilitating and streamlining the process for customers, eliminating potential friction and pain points.

A detailed action plan was put in place to implement the identified improvements, with the objective of increasing the volume of interactions and improving the efficiency of the renewal process. Measures were implemented to simplify procedures, provide more options and flexibility to customers, and improve communication and support throughout the process.

Thanks to the collaboration with Izo and the implementation of these improvements, Allianz was able to significantly increase the customer experience in the insurance renewal process. Customers experienced a more fluid, transparent and satisfactory process when renewing their insurance with Allianz, resulting in greater portfolio retention and improved brand perception in the Spanish insurance market.