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Creating a Digital Journey for a Property Carrier

Adding digital capabilities improved client engagement, increased policy add-ons, and reduced costs, all in the first month.
A man smiling while using a tablet indoors.

The Challenge

  • Complex legacy processes
  • Digitization to stay relevant
  • Boosting customer engagement

Our Clients Used

The Results

  • Reduction in operational costs
  • Multi-channel interaction
  • 98% engagement rate

The Challenge

Our client is an East Coast property carrier with four core home insurance products. Realizing that those who don’t innovate get left behind, our client needed to offer a digital experience to their customers. However, existing processes were too complex to change. Our client was stuck.

How it Works

Missing Documentation

Our client wanted to be able to provide an end-to-end digital journey for their customers, including the ability to digitize policy management for customers. Before turning to ManageMy, the company was heavily reliant on paper-based processes, and if customers needed to access documentation, they would need to reach out to the carrier or an agent to make that happen.

Service Innovation Lag

Our client recognized that their traditional insurance offering was unengaging for their customers, and other carriers and technology vendors were racing ahead. If they couldn’t make a change, our client may lose customers and business.

Missed Revenue Opportunities

Future goals included upselling and cross-selling through a digital platform and an omni-channel offering where users could login and self-serve via web portal or mobile app. These felt out of reach.

Specialist carriers can easily get left behind if they don’t deploy technology. That was happening to us, and now, thanks to ManageMy, we’re well ahead of the curve”.
VP, Agency Development

The Solution

After a recommendation from another carrier, our client approached us to discuss creating a complete digital ecosystem for its customers. ManageMy’s unique platform was branded and integrated in less than 8 weeks, giving our client an incredibly robust solution with no changes to their existing processes.

Explore The Platform
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How it Works

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Integration

 

API integration delivers a full digital customer experience.

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Fully Centralized Information

The customer can view and access all information via the platform, updated in real-time.

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Utilizing Existing Processes

Customer requests are actioned through existing workflows.

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Seamless Customer Communication

Customers use a secure message inbox and are notified via email, text or push notification.

Additional Information

Client Policy Management

For the first time, users access and amend their policies digitally via ManageMy's combined web portal and a mobile app. All documentation is centralized and accessible within the platform. Now, our client can communicate digitally with each customer.

Continued Operational Benefits

At the back-end, our client’s agents now populate 75% of new policies with digital contact information, streamlining operations and increasing customer access to the digital ecosystem. Additional features are available through ManageMy integrations making the options unlimited for further digital transformation.

FNOL

Customers can also now use the platform to submit FNOL, digitally alerting the carrier in case of a claim, and completing additional processes such as digital signatures, the upload of evidence and statements, and more.

Reduced Costs

Our client also saw an immediate reduction in costs, by eliminating paper processes such as payment reminders sent by mail, or fielding questions that can now be answered by accessing existing documentation.

The Results

In the first month alone, the customer portal attracted a >50% registration rate, and eliminated operational costs such as payment reminders, reducing our client’s paper costs by 45%.

98% of registered customers accessed their documentation on the platform, with 56% access via mobile app.

Stats

  • %

    Increase in Registration Rate

  • %

    Reduction in Overall Cost

  • %

    Customers Accessed Documentation

  • %

    Mobile App Users

Added Benefits

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Technical Expertise

Our client benefits from ManageMy's years of industry experience and expertise in creating digital experience platforms as we continue to support their digital journey.

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Upsell Opportunities

Our client saw an immediate sales increase in add-ons, without any added marketing spend. This was revenue that was previously left on the table.

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Self-Serve

Customers can now find their own answers to queries, something that is increasingly important to the next generation of policyholders. Call center staff are freed up for higher value tasks.

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Ease of Use

It’s now simple for agents and customers to communicate and make changes to policies. In the first month, customers easily made amendments within the platform.