Enabling insurers to foster better conversations with customers
Smart Communications is helping insurance companies to improve customer engagement thanks to its leading conversation platform , The Conversation Cloud™ .
There ’ s an oft-repeated sentiment in the insurance industry : nobody takes out insurance cover for the love of making a claim . When a customer needs to submit a notice of claim , there ’ s a loss that has occurred – a bereavement , a vehicle out of action , a family home razed to the ground .
“ Often the claim is the first interaction with a policyholder and it can be a make-orbreak moment ,” says Ruth Fisk , VP Insurance Strategy for Smart Communications . “ Claims professionals must juggle the many expectations of today ’ s consumers . They must be able to balance the right approach for the customer as an individual with personalisation proving key to the interaction , but they also must be able to deliver messages via a customer ’ s preferred channel .”
Although insurers are making progress towards better digital experiences , consumers bring expectations from the outside in . They want customer-centric service , a responsive claims agent , and the same level of simplicity and personalisation that they get from Netflix and Uber .
Fisk explains : “ Nowadays , we can get nearly anything we want at the touch of a button except , perhaps , most insurance products . Legacy applications and age-old practices have made it challenging for insurers to make it simple and quick for consumers to purchase insurance cover or to pay a claim . This often prohibits them from delivering rich and sustainable customer experiences , hampering their ability to attract and retain new business .”
There ’ s no better time for insurers to accelerate change . Smart Communications ’ conversation platform , The Conversation Cloud , empowers insurance carriers to create consistent and engaging experiences with their customers . It ’ s trusted by more than 250 insurance companies to enable smarter conversations and realise digital transformation at scale .
The Conversation Cloud empowers insurers to transform their core operational functions across policy , billing and claims . It enables them to connect with core systems like Guidewire ’ s InsuranceSuite , increasing efficiency and improving user experience . And it utilises e-signature platforms like DocuSign and OneSpan to create a seamless , end-to-end connected experience – even in the parts of the claims journey that insurers thought were too difficult to improve .
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