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EIP : Insurance is an industry ripe for change
EIP enables Vodafone to give their customers an end-to-end online experience . COO Ed Hemburrow explains why digitalisation is vital to insurance .
A partner with Vodafone for over a decade , EIP is at the forefront of digitising and automating the servicing of insurer ’ s products . EIP ’ s proven software delivers both increases in customer NPS ( net promoter score ) and program profitability .
The relationship with Vodafone has evolved from one of an advisory service , helping them set up insurance products , towards an array of services designed around the customer ’ s needs . As Hemburrow puts it : “ We ’ re more than just a tech provider .”
“ We saw a gap , having worked in this industry for a while . We know that the vast majority of people are good , honest customers just trying to get a phone or device back in their hands as soon as possible , because they run their lives through them ,” said Hemburrow .
EIP helped Vodafone to automate the insurance process and bring it online . Customers can now go through an endto-end claim process , including getting an automated decision , in less than a minute and a half .
“ It ’ s super slick and easy . We ’ re taking the pain out of it . By designing a journey for the vast majority of Vodafone customers that have genuine claims , we know at that ‘ key moment of truth ’, they will get a great experience . We re-engineered and automated the process to be digital-first and allowed customers to self-serve ,” he said .
Personalised products for customers
One of the priorities for EIP is to create personalised products , priced according to the associated risk , rather than actually just the device that a customer has . They ’ re already working with Vodafone to bring that into play .
On Vodafone , Hemburrow added : “ I ’ ve worked in this industry for a while and it ’ s quite refreshing when a company like Vodafone has such a customer focus . They want great onboarding and a streamlined claim experience as well . So that ’ s why our partnership works well ”.
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