Page 29 - Turkinsurance Digital Magazine

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Over the past year, our sector has undergone a rapid transforma- tainability of our internal resources but also for our external
tion. First and foremost, digitalization is no longer just a choice; resources, and we strive to fulfill all our obligations in line with
it has become a necessity at the core of business operations. Our the national and international standards we follow.
customers demand fast and transparent services that they can
access whenever they need. We have strategically positioned our- Another important process for assistance companies is the reg-
selves to respond to these expectations. ulatory efforts initiated by the Insurance and Private Pension
Regulation and Supervision Agency (SEDDK) at the end of last
As Remed Assistance, we promise our customers the following: year. Our sector needs to be regulated, and the companies oper-
“Wherever you are! Remed Assistance is always by your side.” ating under this umbrella must be supervised, with services being
We are aligning all our end-to-end processes — from marketing managed and guided within the framework of regulations. The
to after-sales services — with this promise. By closely following Assistance Companies Association, where I serve on the board of
developments in digitalization processes, we continuously update directors as general secretary, is actively working on this mat-
the real-time online reporting tools we have long provided to ter. As Remed Assistance, we continue to support the regulatory
our customers. Thanks to our latest application-to-application reform process. As an association, we paid a visit to the Insur-
integration, we have launched an infrastructure that enables the ance and Private Pension Regulation and Supervision Agency
policyholder to request roadside assistance via the insurance (SEDDK) at the end of last year to present our views, and we are
company’s mobile application and to track the arrival of the tow closely following the developments in this area.
truck in real time.
In summary, we believe that the legal regulations to be imple-
In addition, by keeping up with developments in artificial intelli- mented for the sector, along with the investments we are making,
gence, we have transformed our case management into a hybrid will not only help us meet today’s needs but also provide a strong
structure; on the one hand, we have gained speed by strength- advantage in being better prepared for the future.
ening digital channels and automation, and on the other hand,
we have increased customer satisfaction by allowing our expert Embedded and on-demand assistance
teams to focus on complex cases. solutions will grow rapidly
Another important transformation is happening on the regulato-
ry front. We believe that the upcoming updates and changes in
the regulations regarding claims management and support ser- In the upcoming period, several key dynamics will shape the
vices, which also include our sector, will contribute positively assistance sector. Firstly, embedded and on-demand assistance
to our industry. Following this process, which we expect to be solutions are expected to grow very rapidly. Customers now want
finalized by the end of this year, the efforts to ensure regulatory access to services only when they need them. This model will
compliance in the coming year will be among our top priorities, offer significant opportunities in industries such as automotive,
just as they will be for all industry stakeholders. travel, and e-commerce.

The second dynamic will be preventive services. Thanks to IoT
Today, three main topics dominate the industry’s agenda: op-
erational efficiency, artificial intelligence-based solutions, and and telematics, it is becoming possible to support the customer
sustainability. before a breakdown or damage occurs. This will lead to a major
In terms of operational efficiency, we have redesigned our paradigm shift in the sector.
back-office processes. By using robotic automation for repetitive
tasks, we are optimizing our case management workflows. This Thirdly, InsurTech collaborations are coming to the forefront.
allows our specialized human resources to focus and work more Open APIs and ecosystem-based solutions will enable assistance
efficiently instead of spending time on tasks that machines can services to reach a much broader customer base.
handle.
Of course, there are also risks. With digitalization, cybersecurity
and data privacy are becoming critical. For this reason, we con-
We are still at the beginning of the road when it tinuously update our systems and increase our security invest-
comes to artificial intelligence ments. Another major risk is the rising frequency of climate-re-
lated damages. To address this, we are both strengthening our
Just like in other industries around the world, I believe that al- supplier network and restructuring our risk models.
though this technology already inspires imagination with the pos-
sibilities it offers, it will be used more effectively and accurately Our roadmap is built on three pillars: In the short term, imple-
over time. Our chatbot application, Remy, which can serve cus- menting automation and artificial intelligence projects; In the
tomers 24/7, has been our metal-collared employee since 2021. medium term, developing IoT-based preventive solutions; And in
We have updated it with versions such as 2.0 and 3.0 in line with the long term, becoming a stronger player in the sector by offer-
new developments and integrated it across all our business units. ing fully data-driven, personalized services. In short, our goal is
Currently, we are working on photo analysis solutions for visual to combine technology with a human-centric service approach—
damage assessment and machine learning projects that acceler- meeting today’s expectations while being ready for tomorrow’s
ate the entire process from claim to payment. opportunities.

Sustainability has also become an inseparable part of our busi-
ness. We are taking the necessary steps not only for the sus-