According to VIG's press release, the group sees the creation of added value as an important opportunity to enhance its customer positioning. Value-added services are growing in importance, as they increase the frequency of contact between insurance companies and their customers and the day-to-day relevance of insurers.
Elisabeth Stadler, General Manager of Vienna Insurance Group, said:
"By offering the sort of added value not typically associated with an insurance company, alongside our core task of covering risks, we are able to strengthen customer loyalty and their preference for our brands."
VIG has moved away from offering assistance services through third-party firms, instead using its own companies to provide such support. The Group took the first step towards this goal in 2013 with the acquisition of Global Assistance in the Czech Republic. This was followed by companies in Slovakia, Bulgaria — from where Serbia and North Macedonia are also serviced — Romania and Poland, and now the coverage of the Baltic states.
Elisabeth Stadler added:
"Providing the entire process from the insurance offer to claims management and assistance services from one source is a clear added value for us. This enables us to significantly influence and further optimize service quality by controlling the process cycle of claims management from the first contact to the compensation payments."