1) MAvalue Selfcare allows customers to easily submit claims and receive compensation by uploading photos/videos of damage and receiving a fair valuation and direct payment. 2) The customer journey involves uploading information about an incident, receiving an immediate coverage check and damage assessment, and accepting the valuation to instantly receive funds in their bank account, without phone calls or appointments. 3) MAvalue Selfcare provides benefits for customers, insurers, and the environment by allowing a fully digital claims process that is convenient, transparent, efficient and reduces carbon emissions from avoided site visits.

1. MAvalue
Selfcare
Express Claim
Compensation
Easily submit claims through uploading
pictures or videos of the damage and
instantly receive fair valuation & direct
compensation in your bank account!
©
Copyright
Allianz
Partners
The Digital Insurer 2023 Awards
Insurer Innovation Award-EMEA
June 2023

2. Allianz Partners is leading the transformation of
Customer Experience in Home Assistance
2
Best practices
transfer:
Active presence
in 21 countries
Data
availability:
Over 2 Million
claims & 6
Million calls
handled per
year
Deep Knowledge:
Over 40 years of
experience in
Assistance &
claims
management
Advanced digital
partner
For home
insurers,
providing direct
return on CX,
quality and
efficiency
Making digital
transformation
happen:
An innovation
Hub using NLP,
AI and ML in
disruptive
cases of use

3. MAvalue Selfcare
Instant cash settlement at your fingertips
3
Home incidents notification: Easy
report of any type of damage at home for
building & content (fire, water leak,
robbery, etc.) by simply uploading pictures
or a video of the damage
Immediate cover check & loss
assessment: fair valuation of the damage
based on artificial intelligence algorithms
and predictive models
Instant cash settlement: after
acceptance of the valuation, the customer
receives the money in its bank account
Full digital process: Intuitive,
streamlined process through webApp. No
phone calls required, no need to set a
loss adjuster/surveyor appointment or to
check multiple quotations
Immediacy, Accuracy & Convenience
all at once: the policyholder has full
control of the process and the settlement
Reduction of CO2 emissions: Due to
avoided interventions of loss adjusters
and surveyors
1. MAvalue Selfcare - Introduction

4. 4
MAvalue webapp provides an
immediate response about the
coverage & instant valuation
of the damage
The policyholder introduces its
address and is immediately
identified
The policyholder easily provides
information/ pictures/ video about
the damage at home (leakage,
fire, robbery, etc.)
1 2 3
A fast, intuitive journey for any kind of claim
2. Customer journey - Overview
Incident Access
MAvalue
Selfcare
Introduce
Address
Introduce
type of
damage
Report
damaged
structures
Report
damaged
goods
Add brand
& purchase
date
Include
photos/
video
Damage
valuation &
validation
Instant cash
settlement
Closure
4
The policyholder
accepts and instantly
receives the money in
its bank account!
Cover
check

5. A dramatic change in the customer journey…
The claim
handler
requests
information to
identify the
customer and
its policy
The
claimhandler
informs the
customer if
the damage is
covered or
not
In case it is
covered, the
customer is
informed of
the valuation
of the
damage
Customer
accepts the
valuation
Five
star
rating
MAvalue Selfcare Customer Journey
Further
details are
requested
about the
damage
Traditional Customer Journey
• Simple, agile, seamless,
streamlined process
• The customer has full
control of the whole
process
• Fully digital, no phone
calls, no loss adjuster nor
surveyors needed
Depending on
the damage,
an intervention
on the field
might be
required to
assess the
loss
5
The problem is fixed in several days
The client
introduces its
address & is
automatically
identified
The policyholder
launches MAvalue
Selfcare webapp to
notify an incident at
home
The
policyholder
phones its
insurance
company to
notify an
incident at
home
2. Customer journey - Overview
The client includes
information about
the damage
(pictures or video) &
the coverage is
automatically
checked!
The data is verified
& fair valuation is
provided in 10
seconds,
considering
deductibles and
depreciation
The client accepts
and compensation is
instantly received in
its bank account!
Five star
rating
A simple, instant solution for the customer
Compensation
is processed:
the customer
receives the
money in its
bank account
10
seconds
Loss assessor
sends a file to the
insurance
company with the
confirmation of
the damage
An appointment
for loss
assessment on
the field is set
The claim
handler
manually
checks the
coverage

6. ...An empowering experience at a glance
From a LONG journey… ...to a WOW customer experience
• Several contact people (Claim handler, Loss adjuster,
Surveyor, etc.)
• The client had to explain and describe the incident
and wait for the insurance company to send a loss
adjuster to assess the loss on the field
• The client had to wait until the insurance company
confirms the damage and validates the compensation
to then receive the money
 No contact required: The whole journey can be
self-fulfilled without phone calls, loss adjusters or
surveyors appointments
 Immediacy & Conveniency: The customer
chooses when, where & how the claim is settled
 Full control: The customer has absolute control of
its claim with full visibility of all the information
6
A full Selfcare channel
for instant cash settlement!
2. Customer journey - Overview

7. Policyholder identification
& damage type recognition
2. Customer journey – Damage notification
7
7
7
• After launching the webapp, the policyholder is
automatically identified by introducing its
address
• The policyholder is invited to describe the
damage by intuitively uploading pictures or
videos from which further information is
extracted
• Coverage is checked in few seconds & the
decision whether liability for the claim is
accepted
• During the whole process, a link is always
available with direct access to a certified claim
handler in case the policyholder has questions
or prefers human assistance.

8. Describing damage
on building & content
2. Customer journey – Damage description
8
8
8
• The main menu allows the policyholder to select different
types of damages:
• Building damages are arranged under interior damage,
exterior damage, electricity & plumbing, windows & floors
• The intuitive & dynamic menu guides the policyholder to
provide further details on building by uploading pictures
or video
• For damaged goods, the webapp has a dynamic menu
with different categories where the policyholder is able to
search by brand or by generic items
• The webapp requires a purchase date for each damaged
item in order to correctly assess the compensation value

9. Fair valuation &
Verification
2. Customer journey – Damage valuation
9
9
9
• Once the damage is described and information is
provided (pictures and/or video), the coverage is
automatically checked
• A fair valuation of the damage is then determined
based on algorithms and predictive models
enriched with a wide database, tacking into
account deductibles and depreciation. Fair
valuation in only 10 seconds!
• If the information provided does not match the
claim type or the damage is not covered by the
policy, the claim is derived to a human claim
handler for further investigation & validation

10. MAvalue Selfcare
Combination of leading edge technology & wide
data availability from +40 years of experience
10
Historic data
bases
+40 years of repair
in kind experience
Pricing lists
with unitary
cost per
damage &
repair
Validation
accuracy
90%
Evidences
provided by
user: Data
extraction from
pictures, video,
description, etc.
+ Predictive
models
AI Algorithms
+
Deductibles from the policy & Depreciation
3. Core features & benefits
+8 million goods
database for
content valuation
+15 million
claims handled

11. 11
For the Customer:
• Accessible, simple & digital seamless journey through a webapp that does not require to be
downloaded
• Total convenience with no delays: no phone calls or surveyor/loss adjusters visits
• Smart transparency with full control of the whole claim process
• Immediate cover check and valuation
• Instant cash settlement, resulting in a WOW effect!
For the Insurance Company:
• Drastic reduction of claim handling costs with improved efficiency
• Fair & accurate damage valuation & fraud detection
• Avoidance of unnecessary extra costs from third parties interventions: surveyors, loss adjusters and
craftsmen
For the environment:
• Reduction in carbon footprint by avoiding unnecessary interventions of loss adjusters / surveyors
MAvalue Selfcare benefits for all
3. Core features & benefits

12. 12
MAvalue Selfcare in figures
cases
with AVOIDED INTERVENTION
of a surveyor/ loss adjuster
Our
ambition
3. Core features & benefits
80%
Our achievements
Customer
experience
4.7 / 5
©
Copyright
Allianz
Partners
(* Considering an average round trip of 19,3km per case)
Full loss assessment
valuation
10 seconds
Validation
accuracy
90%
CO2e emissions
reduction per case (*)
4,3Kg
Cases with avoided
intervention of surveyor /
loss adjuster
60%