CEO Spotlight: Northbridge

Silvy Wright discusses electronic claims payments, chatbots and small business clients

This an edited excerpt from our December issue, where we talked to the CEOs of some of Canada’s largest insurers. Read the full story here.

Innovation is the name of the game when it comes to Northbridge’s plans for the year ahead.

“We have some exciting things coming up in 2018 where we’re using innovation to enhance the experience for our brokers and their customers,” Silvy Wright, president and CEO of Northbridge Insurance, told Canadian Insurance Top Broker.

At the end of last year, Northbridge gave its auto insurance customers the ability to submit images from collisions online in order to have their claims adjusted the same day.

This year, Northbridge’s initiatives include a pilot project for electronic claims payments and trying out chatbots to answer simple customer queries online. The insurer also plans to help brokers focus on small business clients.

“One key customer segment we believe hasn’t been approached in a very focused way is the small business customer,” Wright says. “Brokers are helpful advisors to small businesses, and how we approach that customer with a product that speaks to them is very important.

“I believe that this understanding—coupled with simplifying key touchpoints for them, like renewals—will greatly enhance the customer value we can provide together with our broker partners.”

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Copyright © 2018 Transcontinental Media G.P.
Transcontinental Media G.P.