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Suva is gearing up for the future. Suva is reinventing itself to meet the needs of its customers in the face of increasing digitalisation: in addition to the use of self-learning rules and regulations, the management and allocation of tasks is being automated and, ultimately, the organisation is also being radically aligned with the new processes. The aim is to continue to offer customer-orientated, effective and efficient claims management in the future. This includes the digitalisation of claims management, but also continued personal support. Thanks to automation, our most valuable resource - our employees - can be deployed specifically for complex tasks such as reintegration after a serious accident. Customers benefit from faster support because Suva's experts have more resources available for situations that require a high level of specialisation. Pilot experience was gained over the course of 2021 so that the implementation could come into force throughout Switzerland on 3 January 2022. Since then, automation has been continuously expanded and optimised. A fully developed system should be available by the end of 2026. ‘smartCare’ is the largest project to date in Suva's 100-year history.
SUVA's broad-based and consistently implemented transformation concept is impressive: the focus on the corporate culture and the ambition to involve the organisation and its employees in line with the vision is particularly noteworthy. As part of the transformation, existing processes were not digitalised, but client journeys were rethought digitally. The focus is always on customers, who benefit from faster support. Thanks to the significant increase in efficiency, SUVA's experts can provide more resources and personalised support for complex cases. SUVA has already set the standard for the industry with its approach, and further development in terms of automation and network effects is clearly evident. SUVA has convincingly demonstrated that optimisation will remain at the heart of its transformation in the future. In summary, we can see that SUVA is making bold use of digitalisation, but always consciously placing people at the centre.