Digital Solutions
Digital Customer360 for P&C
Extraordinary Experiences Delivered
Today’s customers demand personalized, integrated, seamless, unified, and richer experiences in insurance that can be created and managed with digital tools and digital proficiency. But insurers must move beyond the basics and a traditional “portal happy” approach. As customers’ pace of digital embracement accelerates, insurers must move beyond tasks or transactions and to experiences. Those who make this leap will be poised as digital leaders, separating themselves from the pack.
Digital Capabilities to Deliver Personalized Experiences
Digital customer experiences require advanced technology capabilities to personalize and enable the front-end UI experience. These capabilities must originate in modern design principles and architectures that enable strong build-implement-run capabilities and options, including the pre-integration of key business solutions.
Advanced Data, AI, & Workflow
Approaching business design with a digital mindset is important – recognizing that the capture, extraction, and creation of digital data is required to support workflows and analytics across the enterprise. This forms the foundation to improve business intelligence and capitalize on analytics, AI, and other advanced technologies to drive enhanced business outcomes.
Deliver a 360-Degree Holistic Experience
The customer can access the dashboard for a range of capabilities in a holistic, unified view to drive improved engagement and experiences across policy, billing, and claims. Business services include policy inquiry, policy changes, payment history, payment updates, claims FNOL, claims status, and value-added services available from the single digital dashboard.
Digital 360 Solutions
Unified & Holistic Client View
End to end policy servicing for policy, billing, and claims management
- Holistic policy inquiry enabling the customer to check policy coverages, limits, deductibles, renewal dates, billing status and more
- Access to payment history and status of upcoming payments and due dates
- Ability to easily request claims status information, damage estimates, or the payment status
Intuitive, Quick and Simple FNOL Submissions
Enhanced transparency through digital form fulfillment
- Document and upload real-time claims status tracking
- Eliminate paper-based claims submissions and physical mail
- Leverage smart image recognition to fill in FNOL details to speed along claims process and mitigate fraud
- Real-time communication keeps the customer up to date of the claims process
Put Your Customers in Control
Preferred Vendor of established suppliers with whom your customers are encouraged to choose from
- Provides customers with a curated list of preferred vendors accelerating the claims processing
- Drives efficiency and customer success by putting the customer in charge of selecting their vendor
“Policyholders today expect an integrated, unified, and cohesive experience that services all their needs. With the emergence of Digital Platforms, this vision can now become a reality. Insurers can orchestrate the complexities of technologies to deliver an experience tailored to the customer rather than the technology that is servicing their needs. It is time to flip the lens!”
Karen Furtado, Partner, SMA
Featured ResourCes
Blog
Mining for Digital: New Routes to Improve Insurance Customer Experience
Tunnels, once the greatest innovation in transportation, are poised to be the greatest once again through innovation and rethinking of transportation. While Elon Musk has been looking to the sky with SpaceX, he’s also been going underground with the Boring Company, creating test tunnels in California and operational tunnels in Las Vegas. The key to…
Blog
Creating an Enriched Digital Customer Experience
Growing proficiency in digital will help insurers to engage and compete. Satisfaction (at least according to the Rolling Stones) is a bit elusive. It isn’t always easy to find satisfaction in customer experiences because goals and experiences keep changing. Look at video games. Activision, a video game producer, has been creating games since the late…
FAQ
A company must provide its customers with a way to address all their needs in one place and give them an exceptional and consistent experience in all their interactions with the company (and the company’s partners that may provide additional value). Rather than having different apps, portals, or user interfaces for sales, billing/payments, claims, and policy service, the customer should be able to access all these capabilities from a single customer engagement platform.
The three critical lenses are: The Execution Lens (technology capabilities to enable the front end), The Ecosystem Lens (supporting advanced data, AI, and workflow requirements) and The Customer Lens (delivering the 360-degree experience).
Insurers are faced with a variety of challenges as they move toward execution. The five technology-oriented challenges that insurers must overcome are digital transformation, data, integration, system design, and aggregation and mediation. These challenges increase in complexity as several core systems may be required to service customer requests – whether there are multiple policies on multiple policy administration, claims, and/or billing systems; other data sources (internal and external); or other value-added services.
