Data is the new “energy” and the enterprises need a solid data strategy to make better decisions for business development. Also – one needs to create platforms and solutions that utilize data to streamline and improve operations or improve customer experience. We can help you define data strategy to leverage data better and accelerate the business transformation.
Improving digital adoption for insurance customers is crucial in a rapidly evolving landscape. Insurers must embrace digital transformation to meet expectations, offering user-friendly platforms for seamless access to policies and claims. Personalized experiences enhance customer satisfaction, loyalty, and operational efficiency. Data-driven insights empower insurers to tailor products, making them more competitive.
Key considerations include data security, digital literacy programs, and adopting AI-powered chatbots and blockchain. Ensuring data security and privacy is paramount to instill trust in customers and safeguard their sensitive information. Offering comprehensive digital literacy programs can help bridge the gap between traditional and digital-savvy customers, fostering smooth interactions and reducing any friction during the onboarding process. Additionally, adopting emerging technologies such as AI-powered chatbots and blockchain for secure transactions can elevate customer experiences and streamline operations. By placing customers at the heart of digital transformation and catering to their evolving needs, insurers can build strong, long-lasting relationships, thereby solidifying their position in a dynamic and competitive insurance landscape.
Case Study
Client: A mid sized P&C insurance carrier headquartered in Southern California had rolled out digital assets like paperless communication, customer portal for self service and was experiencing low adoption.
Problem statement: The question client was trying to answer – how do we improve digital adoption (enrolment in paperless and registration in customer portal) and increase customer digital engagement?
Low adoption of paperless lead to increased operational cost. Below some stats.
1 in 5 have enrolled to receive paperless billing
1 in 16 have enrolled to receive paperless policy documents
1 in 304 have enrolled to receive text
Less than 50% of Direct customers go on and register in customer portal after they buy a policy.
Very small % of non-online (agent channel) customers registered for customer portal.
Our Approach
Current state study/data collection
- Identify customer communications and state of paperless initiative
- Adoption data on paperless, customer portal
- Customer journey for paperless and portal registration
Analyze
- Identify system and process gaps
- Identify critical data needs/gaps
- Customer data analysis to identify customer segments and propensity
Synthesize recommendation
- Future state customer journeys with system impacts.
- Recommendation for addressing data gaps.
- Recommendations for approaches for different customer segments.
Monitoring and segment based campaigns to educate customers on digital solutions
Identified system and process changes to drive portal registration/adoption and paperless enrollment
Technology Landscape
- Guidewire (PC,BC, CC)
- Customer portal – Angular, google analytics
- DocuSign, Documaker (document generation) and Highland (document storage)
Benefits
- Paperless adoption increased by 22% over one year.
- In one year Customer portal registration for direct customer went up to 85%.
- Customer portal registration for agent channel increased by 20%.
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