03 March 2020
Orange 24-hour mobile device replacement insurance: over 600,000 clients have already placed their trust in BNP Paribas Cardif and Orange
In July 2018, BNP Paribas Cardif and Orange signed a major partnership agreement in France for a new insurance offer for mobile devices. In just 18 months, more than 600,000 Orange clients have taken the “Assurances 24h Orange” cover to protect their smartphone, tablet or connected devices. The two partners have enriched the Orange mobile phone offer by enabling the operator’s clients to add insurance that guarantees uninterrupted use of their phone.
A simple offer with cover adapted to different client needs
Mobile phones have become an essential part of consumers’ daily lives: three-quarters of the people in France now have a smartphone, and Internet use via mobile phones now exceeds connections from computers. What’s more, a quarter of online purchases are made from a smartphone or tablet[i]. The average cost of a smartphone is 326 euros, and 90% of the devices are purchased new1. To meet client demand for uninterrupted service by protecting their phones and offering cover against everyday risks, in August 2018 Orange and BNP Paribas Cardif launched a simple insurance product matched to modern lifestyles.
Simple, providing cover for phones linked to the mobile number so that people automatically continue to benefit from insurance coverage when they change phones without any prior notification.
Comprehensive and modular, covering consumers and small business users against damage (including accidental or negligence)and theft of smartphones and tablets associated with their Orange number.
Innovative, this offer is the first in the market to systematically offer replacement even before a visual diagnostic of the device. Once the claim has been approved, a replacement phone is guaranteed within 24 hours.
Economically responsible, with refurbishing of 90% of damaged phones.
A full digital journey for a more fluid client experience
Orange and BNP Paribas Cardif have positioned the client experience at the heart of their offers. The insurance product created for Orange is multichannel and can be subscribed at Orange stores in France, on the web (orange.fr and sosh.fr) or by phone (calling 3900 in France). The pathway is extremely fluid too: both the subscription process and claims notification are extremely fast and easy. To design the offer, BNP Paribas Cardif and Orange combined their expertise in innovation, digital experience and data science, with a sharp focus on client satisfaction at every step in the customer relationship. Data analytics identified client needs in order to propose a choice of six plans with different price points, depending on the value of the mobile device.
A strategic partnership
This major partnership between the insurer and Orange is aligned with the strategic plan of BNP Paribas Cardif France, which aims to diversify its activities and develop offers in new areas. Joining multiple partnerships with major retailers and electronics goods chains, this collaboration adds a new dimension to affinity insurance solutions with an offer where expertise and digitization are both pivotal.
“We are very proud to be working with Orange to develop its insurance offering for mobile devices. Over 600,000 clients have already placed their trust in us. This momentum and promising start reflects the excellent quality of a solution matched to client needs with a simple and digital multichannel client journey,” said Fabrice Bagne, Head of BNP Paribas Cardif France.
“Eighteen months after its launch, we are delighted with the results of our insurance solution to protect the smartphones and tablets of our clients against everyday risks. Orange sought to benefit from BNP Paribas Cardif’s expertise and partnership culture in order to meet the new expectations of our clients,” added Christian Bombrun, Director of Products and Services, Orange.
[i] Survey by Que Choisir magazine in February 2018 covering 4,242 people