The insurance industry is striving to provide information and service while containing costs to remain competitive. A variety of technological solutions have been used to accomplish this. The key is using an approach that will be utilized and valued by their customers, thus creating customer loyalty. And customers are constantly redefining what they need to remain loyal. Access to account/policy information, rates for specific needs, location of nearest agent, and ease of claims processing are but a few of the concerns. Finding the correct solutions mix will provide self-service for those customers who can benefit from it, while freeing up internal resources to enhance the revenue stream for the business.
Customers can call into the system to retrieve information as to balance of policy, next payment due amount/date, coverage provisions, etc. Utilizing Text to Speech technology allows the conversion of existing text files into spoken language to negate the need of recording a lot of information.
Gives the caller the ability to locate the nearest agent, or a specific agent, by entering the zip code or telephone number of their geographic location. Information can be played back to the caller or the call can be transferred automatically.
Speeds the claims process by allowing the caller to enter selected information to open a new claim. Calls can then be transferred to an agent for further processing or a callback time can be selected. Also allows the caller to check on the status of a claim. This function expedites customer interactions when information is needed to further process the claim. Fax, mail, or email option can be used to send copies of claims to caller.
Callers can call to hear current investment balances, transfer funds between funds, hear current rates, and make other requests. The caller is asked for an account identifier and a password. If the voice authentication option is chosen, the caller’s voice is verified against a pre-registered voiceprint for security purposes.
Proactively notifies customers when an upcoming payment is due and provides the option to make the payment via credit card.
Customers can call the system to hear existing policy options or request changes to existing policies. Since many of these changes (beneficiary, coverage level, etc.) require a signed form on file, forms can be mailed, emailed, or faxed to the caller to enhance the process.
This information can be provided to the caller upon request. The caller is prompted for their policy number and the system generates a Proof of Insurance form that is mailed, faxed, or emailed to the address of record.
Callers can request rates on various types of insurance to allow them to select the policy type they want or to compare rates with other companies. After hearing the rates, various options can be included to allow transfer to an agent, automatically requesting a new policy/changes to an existing policy, or requesting further information on particular policies.
Many insurance policies and investment funds include taxable transactions on a yearly basis. This information can be provided to callers automatically at their convenience.