Canadian Underwriter

Belairdirect now using social media for customer service, claims help

April 3, 2013   by Canadian Underwriter

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Belairdirect, part of Intact Financial, has launched a new social media campaign in an effort to improve the customer experience and offer claims assistance and information more quickly.

 Little KnightThe Quebec-based company, which says it was the first insurer in North America to offer online insurance quotes directly to customers, has created pages and presence across major social media sites include Facebook, Twitter, Google+, YouTube and LinkedIn.

Belairdirect will be using its “Little Knight” emblem as a way to interact with users, including by giving the character its own Twitter account

The company has also created a Facebook page where customers can interact directly with customer service and claims representatives, and will be communicating directly through its Twitter account, offering a “real-time helpline.”

The Facebook page also includes a tab where users can apply for jobs with the company.

“Internet users can get advice from insurance agents and claims reps who will do everything in their power to find personalized solutions for everyone who requests assistance,” the company said in a statement.

“This social media campaign is part of a larger interactive communication strategy that will also involve the launch of a new website this spring,” the company noted.

“Designed as a platform for virtual communication and service provision, the new website will reflect the values of belairdirect, combining the presentation of new and affordable insurance solutions with a real-time advisory service.”