The Central Bank of the UAE (CBUAE) rolled out new Insurance Brokers’ Regulations that took effect on February 15, 2025. This regulation brings in some major shifts—especially in how claims are handled and how insurance brokers and insurance companies interact with policyholders.
As per the new regulation, all claim-related payouts must now be directly managed by the insurance company with the policyholders.
This regulatory change transfers the onus to the insurer to effectively process and settle the claims directly to the policyholder and communicate this information with the policyholder promptly, without brokers acting as the middlemen.
For insurance companies, this is more than just a compliance update; it’s an opportunity to get to know the policyholders and engage with them directly. With dependency on the broker removed, the regulation stresses the need for insurance companies to update customers on claims settlements. They must ensure that policyholders are informed throughout the claims process, making communications transparent, timely, and effective. And what better way to do it than through personalized video communication? Let’s break it down.
Why Personalized Video?
Policyholders don’t want to read long emails or sit on call-hold for hours trying to get claim updates. They want fast, clear, and engaging communication. This is where a personalized video with dynamic information becomes relevant.
Your customers can now receive a video message directly from your insurance company on their WhatsApp, addressing them by name, acknowledging their claim, and walking them through the process in a simple, audio-visual way.
That’s the power of video personalization—it makes policyholders feel seen, heard, and valued.
How personalized videos can transform insurance communication
Instead of relying on generic SMS and emails or adding more load to your customer support department, insurance companies can use personalized videos to enhance the customer experience. Sending a personalized video update that includes tailored information about their policy will significantly improve customer satisfaction.
Here are a few ways insurers can use personalized videos in the claim process.
1. Acknowledging the Claim Submission
The moment a policyholder files a claim, they can get a personalized video acknowledgment. The video can explain what happens next, reassure them about the timeline, and set expectations. This eliminates uncertainty and frustration and improves customer ratings and satisfaction.
2. Explaining the Repair Process
Let’s say a car is damaged in an accident. Instead of a long, boring email filled with technical jargon, the insurance company can send a visual breakdown of the repair process—what’s covered, where or how to deposit the car for repairs, and how long it might take to get the vehicle repaired. A video with step-by-step guidance can simplify a stressful situation.
3. Updates on Repairs and Delivery
Once the car is in the garage, a personalized video can update the policyholder on the repair progress. It can include details like what has been fixed, the estimated completion date, and when they can expect to have their car back.
4. Collecting Feedback with Interactive Videos
After the claim is settled and the repairs are done, insurers can send an interactive feedback video asking the policyholder about their experience. Instead of a generic survey link, a video will engage them directly, making them more likely to respond.
With personalized and interactive messaging, the video can acknowledge their specific claim, thank them for their trust, and guide them through a quick feedback process.
This approach not only increases response rates but also helps insurers gather more actionable insights to improve service quality. Plus, a well-executed feedback video strengthens customer relationships, reinforcing the insurer’s commitment to a seamless claims experience.
GovideoPX: Your Partner in Personalized Insurance Videos
At GovideoPX, we specialize in creating customized, interactive video solutions that help insurance companies improve customer engagement, reduce workload, and provide a seamless claims experience. We’ve already helped top insurers deliver:
– Claim acknowledgment videos that cut down customer anxiety.
– Feedback collection videos that boost response rates.
With policyholders now expecting faster and clear communication, insurance companies that embrace video personalization are sure to stand out in the market.
Want to see how personalized videos can transform your customer communications? Let’s talk!
