Company: NN Romania
Nomination Submitted by: DiFine PR
Company Description: NN is the first international life insurance company to enter the Romanian market in 1997, and for the past 14 years, it has been active in the private pensions segment, as a leader in the industry. Recently, NN has expanded in Romania to include health and home insurance segments. Currently, NN has almost 2,000 employees and financial consultants and supports over 2.2 million insurance clients.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Insurance - Medium-size
 Nomination Title: NN Romania
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2021, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 178 words used.
NN is the first international life insurance company to enter the Romanian market, in 1997, and in the past 16 years, it has been active in private pensions, being a leader in its markets. NN Romania has about 2,000 employees and financial consultants and supports over 2.3 million clients.
NN Romania is part of NN Group, a financial services company with a history of over 175 years and a strong presence in 11 countries, with a total of more than 16,000 employees and over 20 million clients. NN Group has been listed on Euronext Amsterdam since 2014 and is always there for its clients with responsibility and sustained commitments.
NN is a significant long-term investor seeking to offer protection and support to clients for a better financial future. This translates into responsible investment strategies, guided by ESG criteria, with the aim of having a positive impact on society.
At the same time, NN significantly invests in digital transformation, as part of its approach to becoming the leading customer-centric and technology-driven digital insurer of the future.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
NN Romania has achieved significant performance in digital transformation following €10 million investments in the past three years in creating a customer-centric multi-dimensional digital ecosystem. The company has taken a holistic approach to digitization, integrating digital tools, platforms, and solutions in all aspects of its business.
NN’s strategic digitalization development integrates customer interaction tools to empower the customer in the acquisition process and for self-service throughout the collaboration with the company and its products. Meanwhile, digitalization ensures the automatization of internal processes aiming to drive efficiency, eliminate manual work, and reduce time to market for the majority of customer interactions. As part of its digitalization strategy, NN focuses on creating a transformational internal culture by adding new technologies, refining digital and user experience skills and always attracting new digital talents.
The main achievements over the past two years are the revamped website (1.7 million unique users in 2022 vs. 0.4 million in 2019, the launch of the brand-new self-service app with an agile backlog for 5 years (4 times increase in unique recurrent users in the last 3 years), the adoption of the Salesforce Marketing Cloud as campaign automation tool enabling 4M communications per year fuelling customer engagement and the tools and processes upgrades for the most important customer interaction moments: onboarding and claims. All investments are backed by the adoption of cloud solutions and technologies like .Net core, React Native, and Salesforce capabilities, and in terms of architecture, by NN’s mantra to be modular and pluggable.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
NN has significantly advanced its digital transformation journey, aligning its strategy and product portfolio with market demands. The achievements highlighted are unique and significant as they enhance building blocks by transforming classical interactions with digital journeys, empowering customers to use digital services, and making them aware of the availability of digital services on top of products. This customer-centric approach results in an enhanced customer experience and increased engagement.
Moreover, NN has implemented a co-creation model to test products, services, and communication campaigns, ensuring clarity, likability, purchase intent, and usability. The company has also launched a loyalty program with personalized services that are digitally enabled from the NN Direct client app. This program has helped NN improve its performance across all six pillars of customer experience excellence, particularly in the areas of Time & Effort, Expectations, Resolution, and Empathy.
Comparatively, NN's achievements in the digital transformation journey set them apart from other players in the industry, particularly in terms of customer engagement, user experience, and co-creation models. At the end of Q1 2023, NN’s NPS increased to 61 for life insurance, from 54 at the end of Q4 2022 and well above the market average at 42, and to 62 for private pensions, from 50 at the end of 2022 and above the market average standing at 36.
NN's focus on combining digital with a human touch in the most important touchpoints of the customer journey is also a key differentiator for the brand, making it remarkable and relevant for customers.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 13 words used.
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