A Cut Above in Service Quality

Broad portfolio of customer advantages

The many, for the most part free, advantage packages that UNIQA offers represent attractive added value for customers. They emotionalise the insurer as a supplier of a comprehensive solution for customers, which binds them more strongly to the company. In this way, UNIQA proves its high level of expertise in developing products with additional value and unique selling points in the market. This reinforces the brand’s image and aids both the acquisition of new customers and targeted cross-selling in the sense of a “total customer” strategy.

The UNIQA QualityPartnership – All-inclusive VIP support

„My Sure Advantage“ at Raiffeisen Versicherung

The customer and service programme “My Sure Advantage” offered by Raiffeisen Versicherung – Austria’s leading bank insurer – continues to grow in popularity among customers. The programme offers a 5% premium reduction in the absence of claims to customers with at least two insurance policies in different segments and a 10% no-claims bonus plus additional special services such as a premium-free life insurance policy if the customer has three or more policies. In 2008, the free weather warning by SMS and e-mail already offered with great success by UNIQA was introduced for Advantage Customers at Raiffeisen Versicherung as well. Complete access to all existing policy data is also available at mein.raiffeisen.at. So far, already about 150,000 customers have decided to participate in this attractive advantage programme.

The UNIQA Companion – Always at the customer’s side

The UNIQA Companion is already a reliable assistant in daily life for more than four million UNIQA customers. At no cost and with no separate registration required, this service offers all members of the UNIQA family in Central, Eastern and South Eastern Europe useful and product-independent information on topics of mobility, social issues, home, health and lifestyle. The broad selection of topics includes legal and tax information pertaining to motor vehicles, bus and train schedules, weather reports, fuel prices, exchange rates, off-hour services of pharmacies and physicians and even restaurant guides and information on local events.

This internationally available service is offered in person at 70 select service points or over the phone 24 hours a day, 365 days a year. Naturally, customers can consult the Companion Hotline in their respective native language.

Attractive extra service: Weather warnings by SMS and e-mail

The electronic weather warnings introduced by UNIQA in 2004 have proven to be extremely helpful. This innovative service is now used by roughly 260,000 private customers and 1,200 municipalities to stay regularly informed of the threat of rainstorms, floods or hurricanes via warnings by SMS or e-mail. In addition, UNIQA lives up to its role as an insurance partner with recommendations on how to avoid damage claims. For example, over 3.3 million warnings were sent out to UNIQA customers in the year 2008 due to the major storms “Paula” and “Emma”.

One major advantage of the weather warnings is that customers do not receive the usual forecasts for large regions but rather for their specific home town or vacation spot. To ensure this level of precision, data from about 180 weather stations are continuously evaluated in detail.

As a supplementary service, UNIQA collaborates with Raiffeisen Versicherung to set up free telephone hotlines for each specific storm warning. These hotlines offer customers expert advice on insurance questions and quick help concerning how to fill out their damage claims correctly. Since the beginning of 2009, UNIQA is also offering the weather warnings in Hungary and plans to launch them in more of the foreign markets in the coming years.

The UNIQA VitalClub – Austria’s largest programme for lifestyle and vitality

The UNIQA VitalClub provides about a million members with a number of attractive offers in the areas of exercise, nutrition, mental fitness, energy and their personal environment. With this service, UNIQA is living up to its responsibility as the Austrian market leader in health insurance while also establishing a highly effective instrument for increasing customer loyalty. In 2008, this UNIQA initiative was recognised for the third time with the DISKUS, the award of the Austrian sports industry for services at the crossways between sports and business.

The central feature of the VitalClub is the UNIQA VitalCoach – a holistic, personal advisor in matters of wellness, exercise, proper nutrition, mental fitness and a healthy lifestyle. A total of 100 such experts work throughout Austria as competent contact people for customers and help them actively keep and promote their health and vitality. Aside from the advice of the VitalCoaches, there is also a broad range of opportunities available, from attractive VitalSeminars and the VitalTour to the free UNIQA VitalEdition with its extensive information and tips on health topics. UNIQA additionally offers an abundance of individual projects for promoting health in business as part of the VitalClub.

In 2008, the UNIQA VitalClub was recognised for the third time with the DISKUS, the award of the Austrian sports industry for services at the crossways between sports and business.

The UNIQA VitalTour – a tour filled with information, entertainment and activities for all aspects of health, fitness and prevention for the future.

The UNIQA TopConto – Financial control centre for all private insurance policies of customers of broker partners

Approximately 40,000 customers of Austrian brokers already enjoy the advantages of the UNIQA TopConto. In addition to membership in the VitalClub and automatic subscription to the UNIQA weather warning service, it primarily offers a high level of convenience in the management of a private insurance portfolio. Only one booking per month, an attractive 5% multipolicy bonus and the elimination of partial payment fees are the most important advantages. These are supplemented by regular information about any changes that affect premiums; the customer can either look them up any time at myUNIQA.at or have them sent by post.

The UNIQA SuccessPartnership – Additional service for commercial customers

In view of the positive experience with the QualityPartnership, UNIQA has also put together a customised advantage package for its commercial customers: the SuccessPartnership. With its unique product design, it targets the specific needs of business people. About 12,500 company customers, freelancers and farmers are profiting only two years after the introduction of this innovative combination of insurance protection plus numerous supplementary benefits and assistance services that meet the customers’ needs.

In addition to the SuccessBonus, a premium refund that depends on premium volume and claim intensity, the SuccessConto is available to SuccessPartners as a billing platform. The online platform myUNIQA.at offers an extensive overview of policies, premiums, credits, account statements, payment due dates, and personal customer data, all accessible around the clock. Other service and assistance offers range from the solicitor PLUSservice, the UNIQA weather warnings and the agricultural weather service for farmers to the MedPLUS 24service and membership in the UNIQA VitalClub.

Top ratings in brand awareness, brand value and customer satisfaction

UNIQA’s pioneering work in developing new product combinations with added value and modern user-oriented services is paying off. Opinion polls performed annually by market research institutes regularly produce top ratings both in the brand awareness of the Group’s companies and brands as well as in customer satisfaction.

For example, UNIQA remains as the company with the highest brand value, receiving top ratings from insurance customers in Austria in the categories of friendliness, innovation, company loyalty and service quality. UNIQA is also as unrivalled in brand awareness as in brand loyalty. UNIQA likewise achieved the highest values across all insurance sectors in answer to the question of which provider customers would choose when taking out a new policy.

In the area of customer satisfaction, UNIQA was able to further solidify its leading position on the Austrian insurance market in 2008. UNIQA was once again the top company among Austrian insurers for 46% of the population. It received the best ratings in company loyalty (56%), above-average service (57%), friendliness (44%) and innovation focus (30%).

In brief ...

• Recipient of the RECOMMENDER award: In recognition of exceptional service and high brand loyalty, UNIQA was honoured with the RECOMMENDER award. This award acknowledges the willingness of customers to recommend a company or a product.


• Participation in the GEWINN trade fair: With a modern fair booth and a qualified team of experts, UNIQA presented its high competence in all insurance and pension matters to roughly 14,500 visitors at the European trade fair for capital investment in the Vienna Congress Center.


• Focus on nursing care provisions: As a leader in innovation, UNIQA is well prepared for the growing interest in private nursing care provisions, a topic of increasing importance for 83% of the Austrian population, with our innovative nursing care offering Pflege & Vordenken.


• VitalTour 2008: With the UNIQA VitalTour 2008 launched by the VitalClub, UNIQA started a tour for the purpose of spreading information, entertaining and promoting activities for all aspects of health, fitness and prevention for the future. As part of the tour, customers had the opportunity to win an activity day with head coach Stephan Eberharter.