Ergo Hestia

In 2020, Ergo Hestia, one of Poland’s largest and most trusted insurance companies, sought a reliable partner to revamp their video claims solution. Their existing platform was underperforming, causing frustration for both customers and employees. Enter Yameo’s Video In Person platform—a game-changer for remote claims, claims handling, and remote inspections.

About Ergo Hestia: A Leader in the Insurance Industry

With over 3,000 employees and a staggering 3.6 million customers, Ergo Hestia insures businesses of all sizes, from SMEs to major corporations. Their reach is unparalleled—they issue a new insurance policy every 13 seconds and insure every second large company in Poland.

But staying at the top requires constant innovation, especially in service digitalization. To maintain their market-leading position, Ergo Hestia prioritizes improving processes and enhancing customer experiences.

The Challenge: A Video Vendor That Fell Short

When we first met Ergo Hestia, they had already adopted a video claims solution for remote inspections and damage appraisals. However, the platform was riddled with issues:

• Customers frequently struggled to connect to sessions.
• Unstable connections led to rescheduling and delays.
• The inefficiencies frustrated both employees and customers, diminishing overall satisfaction.

Ergo Hestia knew they needed a better solution—one that would enhance their claims handling processes and improve the customer experience.

The Solution: Video In Person by Yameo

At the time, Yameo had already developed Video In Person, a robust video platform designed for seamless remote inspections and claims registration. Proven successful with major insurers like DEKRA and R+V Versicherung, our platform was tailored to meet Ergo Hestia’s needs.

After demonstrating the platform and providing a testing environment, Ergo Hestia approved its implementation in just a few weeks. Our solution offered:

• Web-based video capabilities: No downloads or plugins required.
• Customizable features: GPS localization, video recording, photo capture, and annotation.
• Cross-device compatibility: Works on all devices and browsers, ensuring accessibility for everyone.

Delivering Excellence for a Market Leader

We understand that companies like Ergo Hestia, who dominate their market, demand nothing but the best. Our collaboration didn’t stop at deploying a solution; we also worked closely with their team to:

• Develop tailored back-end options: Offering flexibility to meet their specific workflows.
• Provide dedicated support: A team of experts readily available to address requests, troubleshoot issues, and share innovative ideas.
• Redefine processes: Through in-depth discussions, we identified opportunities to streamline operations and align with industry trends.

This partnership extended beyond technology—it became a journey of co-creation and continuous improvement.

Results: Transforming Claims Handling and Remote Inspections

The deployment of Video In Person marked a turning point for Ergo Hestia. Some of the key outcomes include:

1. Enhanced remote claims handling: Agents efficiently collected, inspected, and assessed claims from remote locations, ensuring faster resolutions and improved customer satisfaction.
2. Automated renewals through WhatsApp: We developed workflows that allowed customers to renew or upgrade policies with just a few simple responses, leveraging the convenience of messaging platforms.
3. AI-driven chatbots: Automating repetitive tasks and guiding customers through insurance options, reducing wait times and empowering self-service.

These innovations didn’t just improve efficiency; they transformed how Ergo Hestia interacted with its customers.

Understanding Industry Needs: Staying Ahead of Trends

Our approach is rooted in industry research and customer insights:

• 66% of insurance customers prioritize quick service.
• 78% handle claims and renewals through mobile devices.
• 55% would switch providers after a single poor experience.

With these insights, we ensure our solutions are fast, intuitive, and customer-friendly. Key features of our approach include:

• WebRTC technology: Enabling seamless video sessions without downloads.
• Data security: GDPR and ISO27001 compliance ensure the safe handling of sensitive information.
• Multi-device support: Making it easy for customers to engage with Ergo Hestia on any platform.

A Long-Term Partnership in Service Digitalization

Our role with Ergo Hestia has grown beyond a single solution. We’ve become their service digitalization partner, helping to innovate across multiple touchpoints:

• Remote inspections and appraisals: Streamlined processes with video and annotation tools.
• AI-enhanced workflows: Reducing administrative burdens while improving accuracy and speed.
• Customer-centric designs: Always ensuring that the end-user experience is intuitive and satisfying.

Conclusion: Pioneering the Future of Claims Handling

Ergo Hestia’s journey underscores the power of innovation in claims handling and remote inspections. By embracing cutting-edge solutions like Video In Person, they’ve not only enhanced operational efficiency but also solidified their reputation as an industry leader.

In a world where customers demand speed, convenience, and reliability, Ergo Hestia’s partnership with Yameo showcases how digital transformation can meet—and exceed—those expectations. Whether you’re a global insurer or a local provider, adopting a robust video solution is the key to staying competitive in today’s fast-paced market.

Let’s build the future of insurance, one solution at a time.