EUROP ASSISTANCE SA LAUNCHES THE HIGHLY ANTICIPATED INTEGRATED CLAIMS AND INCIDENT MANAGEMENT SYSTEM, ICE, WHICH WILL REVOLUTIONISE THE WAY OUR CALL CENTRES OPERATE.

2010/04/01

The ICE system has been implemented in all Europ Assistance SA’s call centres to manage all calls and claims. Due to its user friendly and easy navigation features, ICE will increase the call centres’ efficiency and leave almost no room for error. Some of the highly praised features include an automated member or policyholder validation process.

Comprising of modules generic to all EASA’s products, ICE will be hosting 17 products which could be selected individually or in combination such as Roadside Assist, Accident Assist, Home Assist, Car Hire, Accommodation, Map Assist, Trip Monitor, Entertainment Assist, to mention a few. All future products, including the ground-breaking ID Assist product will be supported by ICE.

The system improves all processes involved in case resolution and management such as caller identification, corporate client identification, member or case search, new non-benefit case, new assistance case, member validation, product validation, case number generation, case statuses for assistance & non-benefit cases, location identification, scripts, tasks, service provider appointment, estimates, follow-up member for assistance, communication and documentation, compliments and complaints, claims management as well as a dashboard to help agents manage all outstanding tasks.

As you can clearly see from this list, the system is dynamic and robust and our call centre agents are now fully trained and ready to work on the new system.

Not only will our clients and end-users benefit on speedy and efficient service, ICE will ensure that we provide clients with additional products and services to their client base.

The Europ Assistance SA commitment as always is to ensure the callers receive the most professional, prompt and accurate assistance and our service levels remain some of the highest in the industry.