Enables insurance companies to promote better conversations with custom

There is an oft-repeated feeling in the insurance industry that goes something like this: no one takes out insurance for the love of making claims. In fact, when a customer has to file a claim, there is always a loss that has occurred – a death, a theft, a vehicle out of order, a family home leveled. Therefore, the initial interaction between the insurer and the insured can set the tone for the entire conversation, and it requires a delicate touch to get it right.

“Often the claim is the first interaction with a policyholder, and it can be a make-or-break moment,” says Ruth Fisk, VP Insurance Strategy for Smart Communications. “Claim professionals have to juggle the many expectations of today’s consumers. They must be able to balance the right approach for the customer as an individual with personalization that proves to be the key to the interaction, but they must also be able to deliver messages through a customer’s preferred channel, and they must really be available. »

Although the insurance industry is making progress towards better digital experiences, consumers are bringing expectations from the outside in. They want customer-centric service, a responsive agent who is responsive to them, as well as the same level of usability, simplicity and personalization that they get on a daily basis from the likes of Netflix, Spotify and Uber. This means that the bar is set very high for the insurance companies.

The right time to embrace digital transformation

Fisk explains: “Insureds expect their insurance company to have digital tools that support hyperpersonalization and two-way customer calls; offers user-friendly interfaces; reflective design to seamlessly deliver information across customers’ preferred channels and devices; and self-service functionality is critical with omnichannel features that allow interactions to continue across devices 24/7.

“Today we can get almost anything we want at the touch of a button – everything except maybe most insurance products. Older applications and age-old practices have made it challenging for insurance companies to make it easy and fast for consumers to purchase insurance coverage or to pay a claim. This often prevents them from delivering rich and sustainable customer experiences, which hampers their ability to attract and retain new business. “

But, says Fisk, there is no better time for insurance companies to adapt and accelerate change. Smart Communications’ flagship call platform, The Conversation Cloud, enables insurance companies of all sizes to create consistent and engaging experiences with their customers. It has already been trusted by more than 250 insurance companies to enable smarter calls to realize digital transformation on a large scale.

The Conversation Cloud enables insurance companies to digitally transform their core operating functions across policies, billing and requirements. This enables them to connect to core systems such as Guidewires InsuranceSuite to increase efficiency and improve the user experience. And it uses e-signature platforms like DocuSign and OneSpan to create a seamless, end-to-end connected experience – even in those parts of the claims journey that insurers felt were too difficult to improve or not worth the effort.

There is no doubt that, for many insurance companies, the challenge of moving away from existing systems – established systems, established processes, even established ways of thinking – is to prevent them from realizing the benefits of a cloud-based communication platform. It is, after all, an incredibly demanding task. But with the support of Smart Communications, insurance companies have been able to completely transform their digital engagement strategy, unleash better customer experiences and unlock operational savings at the same time.

READ THE ENTIRE PEKIN INSURANCE DIGITAL REPORT HERE