Allianz Partners Australia introduces instant online chat for HCF travel insurance customers

Leveraging Allianz Partners’ customer service platform powered by Cognigy, the new online chat service connects customers directly to contact centre agents to get the information and assistance they need. According to Allianz, this integration enhances customer service efficiency and represents a shift towards a more accessible, and customer-centric support model.

Damien Arthur, the Executive Head of Travel at Allianz Partners Australia, said: “By leveraging our global resources, we are proud to introduce this technology for our local partners. The chat functionality provides HCF customers greater flexibility in connecting with us, ensuring a seamless service experience.”

The chat service operates on Monday to Saturday via HCF’s travel insurance website. While all chats are currently handled by live human agents, artificial intelligence (AI) capabilities will be introduced over the coming weeks. The move to AI in future will allow frequently asked questions and common service requests to be managed automatically 24/7 through a virtual assistant.

Allianz Partners recently announced the appointment of Ariane Koelbli as Global Head of People and Culture.