Customer inquiries in the insurance industry are often issue-driven. Clients reach out to the companies at critical points – when they apply to initiate a plan, when they seek information regarding a scheme, when they find any change in policy, and ultimately when they make a claim.
Due to this constant communication flow, insurance companies face increasing pressure to address the high load of tickets. The tickets can be related to three main factors. For instance:
Underwriting Procedure: The underwriting procedure is a vital process undertaken by insurance companies to assess the possibility associated with insuring a particular individual, entity, or property. It involves evaluating various factors, such as the applicant's age, health condition, occupation, lifestyle choices, and the nature of the property to be insured. It includes all the steps from the initial application process to wait time to receive a quote, to the overall customer's underwriting experiences.
Policy Servicing: Policy servicing refers to the administrative tasks involved in managing insurance policies. It encompasses activities such as handling policy changes, processing premium payments, renewing policies, providing customer support, and maintaining accurate policy records. Through effective policy servicing, insurance companies ensure that policyholders' needs are met, policies remain up to date, and customer satisfaction is maintained.
Claim Settlement: Claim settlement is the process through which an insurance company evaluates and resolves claims made by policyholders. When a covered event occurs (such as an accident, loss, or damage, occurs), the policyholder submits a claim to the insurance company. The claim settlement process involves verifying the validity of the claim, assessing the extent of the loss or damage, and determining the coverage and benefits available under the policy.
To perform all these critical activities, insurance companies need to ensure proper engagement with the clients at every touchpoint, throughout the brand interaction lifecycle. In this context, here are some intelligent methods that can be adopted to deliver exceptional service with the assistance of the right technology.
Let's discuss this in detail.
1. Understanding clients' needs
Insurance companies should gain a profound understanding of their clients, where data analysis acts as a major instrument. Data collected from various sources is considered to be the goldmine where companies can use these data to better understand and communicate with their clients. Implementing an analytics and reporting tool that employs artificial intelligence can help in this regard. It records each interaction and mood of your clients, so that, whenever they notice any changes, they will be able to react quickly.
The analytics tool has an embedded semantic topic recognition module that helps understand and graphically visualize specific customer issues. Additionally, it generates standard reports to analyze essential key performance indicators. With these reports, insurance companies can recognize the problems in the customer journey followed by immediate measures.
Another tool that could be of great use is a customer satisfaction survey. The customer satisfaction survey is used by businesses to gauge the level of contentment and fulfillment experienced by their customers. It typically involves gathering feedback and opinions from customers regarding their overall experience with a product or service.
These surveys help businesses understand their customers' needs, preferences, and expectations, allowing them to make informed decisions to improve their offerings. Additionally, it provides valuable insights that enable businesses to identify areas of improvement, address concerns, and enhance customer loyalty, ultimately contributing to the continuous enhancement of products, services, and overall customer experience.
2. Better customer engagement
Clients interact with the brand via multiple channels — email, live chat, phone, social media, or in-person. For insurance companies, it's essential to deliver real value through all of these channels via which the customers contact the organization. This leads to an increase in Net Promoter Score (NPS). Delivering consistent and outstanding experience across all channels is the key to increasing NPS, where clients are more likely to promote your brand and make worthy referrals.
Here comes the importance of multichannel communication backed by a case management module. The practice of utilizing various communication channels to interact and engage with customers is essential in today's digital age, as customers expect businesses to be accessible across multiple platforms. By adopting a multichannel communication strategy, insurance companies can reach customers through their preferred channels, providing convenience and flexibility.
A multichannel system captures, tracks, and stores messages coming from various sources into one unified inbox of case management. The system transforms these messages into cases, and then categorizes and routes them to the specialist service agents — sorted by topic, priority, and responsibility, enabling easy allocation of cases to the appropriate agents.
3. Faster case resolution
A rapid spike in client inquiries is a regular occurrence in the insurance customer care department. Being unprepared to deal with a problem might give birth to chaos, and also takes a toll on the agents to manage everything at a time. Naturally, case resolution gets delayed, which gives rise to irate customers. That's why, a company's internal case management procedures need to be well-organized to respond to any customer problem at any time.
As an easy solution to this issue, insurance companies can implement automation technology in their business processes. Automation in customer service involves the implementation of self-service options, chatbots, and automated systems to handle customer inquiries, requests, and common issues. It helps improve the efficiency and effectiveness of customer service operations.
By providing self-service options, customers can find answers to their questions or resolve basic issues independently, reducing the need for human intervention. The conversation bot, powered by artificial intelligence, can engage in real-time conversations with customers, providing instant responses and personalized assistance.
Automation also enables insurance businesses to automate routine tasks, such as ticket routing, data entry, and follow-up processes, freeing up human agents to focus on complex or high-value interactions. Overall, automation in customer service enhances response times, reduces costs, and improves customer satisfaction by delivering prompt and accurate support around the clock.
Now, to implement all the above features, you need assistance from Helpdesk Software powered by Artificial Intelligence (AI).
Helpdesk Platform backed by AI
AI Help desk software offers the necessary tools that a company demands to please its customers— backed by multichannel capability, integrated AI frameworks to facilitate agent productivity, smart automation mechanisms, and a lot more. In addition, it allows customer service representatives to handle issues efficiently.
For insurance companies, customer experience management is becoming crucial in a competitive marketplace. Modernization, technical developments, and regulatory changes are prompting insurance businesses to revamp the way they've been operating so far. Businesses that have already implemented smart solutions often realize the benefits of it — it helps them stay ahead of competitors by offering exceptional customer experience as the key differentiator.
So, choose a contemporary solution that best suits your insurance business!