People want the freedom to choose between personal or digital contact. Regardless of whether the policyholder chooses self-service or phone support, they expect a seamless experience. Several insurers tell us that 80% of claims are now reported digitally. For others, the number is closer to 20% – but the trend is clearly growing.
What’s the challenge?
Many self-service solutions are not user-friendly enough and not truly digital. That’s why many customers still call in, leading to manual data entry for the insurer. Customers and members are typically asked to answer a long list of questions, which puts pressure on the admin team handling status updates and responses. Some users grow frustrated – they want to go digital, but the digital journey just doesn’t work well enough.
What’s the solution?
Enhance the customer and member experience by offering a fully digital, seamless claims reporting journey – and resolve the issue as quickly as possible. This allows claims to be created in seconds, instantly validate coverage, route to the right team or person, give the customer access to status updates, refer to the appropriate provider, and calculate and pay compensation – whether it’s to the customer or a service partner (roadside assistance, repair shop, contractor, etc.).
What’s the result?
-
A better customer and member experience with full transparency and faster turnaround
-
Freed-up admin time for more complex tasks
-
Reduced claims payouts thanks to less leakage and stronger system support
You can read how our solutions help you achieve these results here.