Focusing on satisfied customers
Our motto “living better together” precisely describes how we see our role: we don’t just want to support people after a claim has occurred; we want to offer them guidance and reassurance in their daily lives. Reliability and trust are more important than ever, especially in times of increasing uncertainty. As Inspiring Coaches, we encourage our customers to take responsibility for shaping their own future – and support them in doing so with first-class products and services.
The launch of our “UNIQA 3.0 – Seeding the Future” strategy in 2020 marked a fundamental change in our customer service. Instead of organising ourselves along traditional insurance lines, we have since focused on the Retail, Corporate and Affinity and Banking segments. This structure allows us to provide customers with consistent support across all business lines – with positive effects on satisfaction, loyalty and growth. The foundation is our strong brand, attractive product range, efficient processes and modern digital services. Ongoing digitalisation – combined with our omni-channel strategy – is streamlining processes and noticeably raising the customer experience to a new level.
With our new strategy “UNIQA 3.0 – Growing Impact”, which we presented at the end of 2024 (details in the chapter “UNIQA 3.0 – Growing Impact: Ahead of Plan”), we are continuing along this path and further refining our measures in order to consistently pursue our long-term goals.
Retail: growth and customer focus
In the Retail segment, we place particular emphasis on strengthening our leading position in Austria – above all in health insurance – while achieving sustainable, profitable growth in the CEE markets. The UNIQA Customer Platform (UCP) acts as the central digital sales system for this purpose. It combines standardised processes with hybrid sales channels and a steadily growing portfolio of attractive products. Mavie Holding, which was founded in 2022, also plays an important role, providing us with crucial support in the development and expansion of our “healthcare ecosystem”. Thus the Retail segment consistently combines growth with customer focus, creating the basis for the scalable, future-oriented development of our business model across all markets.
Our goals in Austria are clearly defined: to further consolidate our market leadership in health insurance, to strengthen profitable growth in property and casualty insurance and to stabilise the life insurance portfolio. With the myUNIQA app and the myUNIQA customer portal – currently used by more than 750,000 customers – we provide a central digital hub for almost all insurance matters. Since 2025, motor vehicle claims can also be reported via the app – in addition to claims in health and accident insurance. The continuous expansion of the myUNIQA app not only strengthens digital interaction with our customers, but also increases service quality and efficiency along the entire customer journey.
In view of the rising cost of living, our modular retail products are becoming more and more important, as customers can select the specific modules that meet their requirements. The new motor, accident and health insurance products launched in 2025, which are flexible and easily customisable thanks to a wide range of options, are also very popular. Our strategy is confirmed not least by the fact that our “Accident Protection Leisure & Work” product once again took first place (gold) in the accident insurance category at the AssCompact Award 2025.
A key element of our success is the precise targeting of our customer groups. For example, we address young adults directly with specific digital campaigns. The specially designed “Young living” landing page combines target group-orientated imagery with an integrated home insurance calculator. We also use the data-based “Next Best Action” tool to provide sales teams with intelligent decision-making support. Following a pilot phase in autumn 2024, the system has been available to all advisers in exclusive sales since March 2025. This makes it possible to address customers in a more personalised manner, consistently improve the quality of advice and increase the closing rate.
Alongside these digital measures, we are also continuing to expand our physical sales network. In addition to strengthening our general agencies and the sales force, we are developing modern websites for all locations. We have successfully completed the roll-out of around 360 individualised websites. This approach is complemented by the myUNIQA Messenger, which enables simple, direct, timely communication between customers and advisers, thus consistently pursuing the omni-channel concept.
In the CEE markets, we are leveraging the continued low insurance density for growth. As in Austria, here we are also pursuing a consistent omni-channel strategy, which offers a standardised experience at all contact points. The digital customer journey is becoming increasingly important. In our SEE6 region – Bosnia and Herzegovina, Bulgaria, Croatia, Montenegro, Romania and Serbia – we rely on the proven combination of regional management, process optimisation and synergies to fully exploit the region’s growth potential.
Banking: market expansion and digitalisation
Banking sales in Austria is a central component of our growth strategy. We are systematically expanding our market presence in close cooperation with our banking partner Raiffeisen. The aim is to anchor insurance products in the banks’ product range in a targeted manner and thus tap the potential of banking sales in the long term.
We are also working closely with our banking partners in the CEE region to further leverage the opportunities offered by this sales channel. In the process, we consistently align our portfolio with the needs of the respective target groups and offer standardised product solutions.
A central component of our strategy is digital sales channels that seamlessly integrate insurance products into banking sales. Digital processes support the customer journey, shorten lead times and increase efficiency along the entire value chain. In addition, stationary, digital and telephone sales models increase our reach and enable us to flexibly address different customer segments.
Corporate: innovative products and a focus on ESG
In the corporate business, the focus is on tailored solutions, comprehensive risk expertise and ESG-orientated offerings. With the go-live of the new corporate customer portal myUNIQA business in January 2025, we reached an important milestone in the digital support of corporate customers. Even in the first expansion stage, companies benefit from fully digital regulation of liability insurance – from data entry to status tracking. Reminder functions and clear status displays reduce the administrative effort and provide a better overview in the event of a claim. The role management system also allows corporate customers to flexibly assign read and usage rights. This makes myUNIQA business the central platform for insurance management within the company.
In 2025, we established UNIQA Sustainable as another integral element of our corporate business. The focus was on the further development of preventive services and ESG-related consulting services – particularly in the areas of climate risk and climate threat analysis, liability assessment and strengthening corporate resilience.
The offerings were increasingly dovetailed with the corporate business and have already proven themselves in the first concrete customer scenarios. UNIQA Sustainable is thus positioning itself as a useful addition to traditional insurance – with the aim of supporting companies in identifying and reducing risks at an early stage.
In the CEE markets, we are driving growth in the micro and SME sector with modular product concepts, digital self-service solutions and sector-specific offerings. The increasing automation of our processes also opens up new customer segments and strengthens our market position in these segments.
UNIQA 3.0: digitalisation and scaling
Digitalisation remains one of the most important driving forces for our further development – with a view to both efficiency and customer satisfaction. We are therefore continuously modernising our IT landscape and making central functions scalable. This includes a cross-border pricing software solution that enables even more precise pricing, as well as increased investment in cybersecurity. Another key element is the AI-supported Next Best Action tool that supports our advisory teams with data-based recommendations.
Digital direct sales are also becoming increasingly important: customers can use our website uniqa.at to compare products, take out insurance online and book consultation appointments. Online calculators make it easier to select rates and now also make it possible to take out numerous products – from travel insurance to household, homeowner, legal expenses, accident, bicycle and e-bike insurance. Since October 2025, our new outpatient health insurance products can now also be taken out online.
In addition to the above-mentioned Messenger, which enables simple, direct communication between customers and advisers in the myUNIQA app and the myUNIQA customer portal, we also offer digital video consultations, available weekdays between 8 a.m. and 8 p.m. in German and English.
Through these continuous investments in digital solutions and in efficient and scalable processes, we are sustainably increasing our competitiveness and safeguarding our long-term position as a leading insurer in our core markets.