OP is Finland’s leading non-life insurer. OP provides its private customers and corporate and institutional customers with a diverse range of comprehensive insurance solutions. Through our new type of service concepts, digital solutions, high-quality network of partners and process efficiency, we are continuously enhancing our claims services’ customer experience while creating competitive advantage.
OP’s health and wellbeing services are, for the time being, included in Non-life Insurance, but the aim is to make the health and wellbeing business an independent business segment. We want to ensure that our customers have a versatile and comprehensive insurance cover. The key insurance lines for private customers include motor vehicle, home and other property policies as well as personal insurance, such as accident, health and travel policies, both for home life and travelling.
For corporate customers, we seek to safeguard their business continuity, support employees' work ability and help to create a safe working environment. We provide our customers with extensive and diversified risk management services, which enable them to better ensure trouble-free and secure business operations in the case of problems. The entrepreneur himself/herself, company staff, the company's fixed and current assets, cargo, vehicles and the business itself are the key insured objects or persons in the field of business insurance. OP also offers cyber-insurance against data damage and occupational healthcare service that can be included in the personnel's personal insurance contracts.
In claims services, OP has partnership agreements with firms representing over 20 industries, such as healthcare services providers, car repair shops, building renovation firms and household appliance retailers. Through partnerships, OP ensures excellent customer experience, cost-efficient and even-quality claims settlement services and their easy availability. New digital services, such as vahinkoapu.op.fi (Claim Help) and OP-mobile's Insurances section provide customers with a smooth way of managing claims. The Claim Help service offers instructions for customers in the case of loss or damage and information on what each insurance covers. Claim Help is also available on OP-mobile and OP Business mobile. On OP-mobile for private customers, a policyholder can then also file a loss report. Personal customers file approximately 68% and corporate customers 43% of their loss reports either online or through mobile.
Read more about Non-life Insurance products and services at op.fi.
According to OP’s strategy, Non-life Insurance will be redesigned, for example, through development of claims services and product range. Non-life Insurance aims to be the most innovative player in the sector and modernise the Finnish non-life business.
According to its strategy, OP aims to shift the development focus from individual products towards customer-driven service concepts. Non-life Insurance has already taken steps toward this aim, for example, in the service models for vehicle and mobile device claims that seek to facilitate a customer’s daily life and thus provide a superior customer experience.
Our new type of vehicle claim service model launched in 2015, the Repair coordinator service, was extended into a nationwide service during 2017 and it is now available in 12 localities and 22 outlets.
In this service, the customer suffering motor vehicle damage is directed straight to the partner repair shop where OP’s repair coordinator is on the spot. The purpose of the model is to facilitate vehicle damage management and claims in such a way that the customer can have his/her car repaired and manage claims at the same time and thus get back to normal faster.
Correspondingly, our new service model for mobile device claims enables the customer to have their mobile device repaired quickly at an OP partner repair shop with no separate loss report. The service is available in 30 outlets and by post in the whole country. OP annually compensates for damage to some 30,000 mobile devices. Thanks to the new service model, our customers can manage the claims related to their mobile device damage considerably more easily than before.
For both services, customer satisfaction is excellent.
In terms of responsibility, OP is in charge of promoting the customer’s risk management and safety and loss prevention. Mapping potential risks and security issues together with the customer, we optimise insurance solutions individually for each customer. We ensure that our customer is sufficiently aware of his/her risks and the loss or damage that he/she may suffer will not cause insuperable financial difficulties to him/her.
In 2017, OP Insurance took part in the traffic safety promotion project Vuosisadan liikenneteko (Traffic act of the century). Among its project activities, OP organised a virtual reality tour in 40 localities challenging people to look at traffic as a small child sees it.
Climate change is affecting the lives of our policyholders and the business environment of our corporate customers. OP wants to make its insurance business even more sustainable. Our aim is that our insurance solutions cover all policy-eligible risks as extensively as possible in changing circumstances as well. OP requires that its claims partners pay attention to the principles of sustainable development and act accordingly.
We promote sustainable development not only by developing our own business but also by encouraging others to perform on a more environmentally sound basis. We provide support for our customers and partners on operations curbing climate change. We offer information about the risks of climate change and help in adapting to it. Our goal is to foster responsibility among people and corporations while contributing to developments in legislation and official regulations on climate change.
In 2017, Pohjola Health Ltd expanded its hospital network by two new Pohjola Hospitals as the first Pohjola Hospital located in Helsinki and the Tampere hospital opened in 2016 were complemented by the Oulu hospital in May and the Kuopio hospital in August. All four Pohjola Hospitals provide basic healthcare and special healthcare services, examinations, surgery and rehabilitation on an extensive basis.
The hospital network will be completed in May 2018 when the Turku hospital opens its doors. In the coming years, the business is to be expanded through, for instance, the construction of a nationwide medical centre network. Another priority is to focus on the development of digital health and wellbeing services.
Each Pohjola Hospital collects feedback from its customers through the NPS (Net Promoter Score). The NPS among surgery patients has been high since the first hospital’s opening, attaining 97 in 2017 (NPS range -100-+100).
Expanding health and wellbeing services is well-suited to OP's responsible mission of promoting the success and prosperity of its owner-customers and operating region. Pohjola Hospital has succeeded in shortening a patient’s stay on the clinical pathway significantly, which benefits all parties involved: employees, employers, society and non-life and pension insurers through shorter absences and lower costs, claims paid and loss of income.