Turning Servicing into a Growth Engine
for SGIC

The Challenge

Like many carriers, SGIC faced common challenges in delivering a modern policyholder experience.

Disconnected systems – Core platforms were designed for compliance, underwriting logic, and internal workflows, not for intuitive policyholder journeys. Digital channels, meanwhile, require clarity, speed, and ease — creating friction when the two are not designed to work together.

Fragments servicing experiences – Policyholders often had to navigate multiple portals or channels to complete basic servicing tasks, increasing frustration and support dependency.

Limited mobile self-service – Outdated portals made it difficult for policyholders to access policy details, documents, or payment options in a mobile-first environment.

Increased lapse risk & cost-to-serve – Friction in payments, renewals, and servicing increased lapse risk while driving higher operational and call center costs. 

The Solution

After Cogitate completed the full migration of SGIC’s policy, billing, and claims systems to DigitalEdge, SGIC selected MyService to bridge the gap between core system accuracy and modern, mobile-first digital experiences. Through a seamless integration with DigitalEdge Policy, ManageMy’s Deep Front-End platform delivers a unified self-service experience that improves operational efficiency, reduces lapse risk, and strengthens long-term profitability. 

By orchestrating real-time, insurance-specific journeys on top of existing systems, MyService enables SGIC to deliver first-class policyholder servicing without replacing its core — turning digital servicing into a strategic driver of retention, satisfaction, and financial performance. 

1) Unified Mobile Policyholder Experience

MyService brings every policy, task, and touchpoint into a single, streamlined mobile interface – utilizing ManageMy’s Deep Front-End.  

• View policy details & insurance ID cards
• Make payments
• Track claims status
• Access DigitalEdge Claims FNOL

Each interaction is guided, accurate, and automatically synchronized with DigitalEdge Policy — eliminating errors and inefficiencies caused by disconnected systems. 

2) Deep Front-End Orchestration 

Built as three coordinated layers, ManageMy’s Deep Front-End orchestrates real-time, insurance-specific journeys on top of SGIC’s existing core systems. 

This approach preserves core system integrity while delivering modern digital experiences that prioritize usability, speed, and accuracy for policyholders, agents, and employees alike, which directly support lower expense ratios and improved combined & loss ratios. 

3) Mobile-First Self-Service Capabilities 

For SGIC, MyService delivers fast, intuitive, and self-directed servicing through a single front-end experience. Guided workflows reduce friction, prevent errors, and strengthen retention by making everyday servicing tasks simple to complete without agent involvement. 

As a non-standard personal auto carrier, SGIC anticipates that expanded mobile payment options, proactive notifications, renewal reminders, and easy ID card access will reduce lapse risk at renewal while preserving policies without added servicing costs. 

4) No-Code Configuration with XPerience Studio 

Through ManageMy’s XPerience Studio, SGIC can make real-time, no-code updates to content, workflows, rules, and branding. Changes are reflected immediately in the policyholder experience, ensuring interactions remain clear, fast, and intuitive without heavy IT involvement. 

Because the Deep Front-End is modular & composable, new products, updated payment logic, and additional servicing actions can be deployed quickly as business needs evolve. 

The Results

By modernizing policyholder servicing with MyService, SGIC achieved meaningful operational & financial improvements.

Reduced lapse risk – Mobile payments, renewal reminders, and proactive notifications help policyholders stay current and engaged.

Improved retention & engagement – A cohesive mobile experience keeps policyholders informed, confident, and more likely to maintain or expand coverage.

Lower cost-to-serve – Guided self-service reduces call center volume, manual processing, and operational strain.

Stronger portfolio profitability – Improvements in retention, efficiency, and data quality positively impact combined ratio, expense ratio, and loss ratio. 

SGIC leveraged MyService to transform policyholder servicing into a modern, unified, mobile-first experience tightly integrated with DigitalEdge. By removing friction across the servicing lifecycle, SGIC reduced costs, strengthened retention, and improved operational efficiency — all while preserving its existing core systems. 

MyService proved that modernizing digital servicing is not just a technology upgrade, but a strategic lever to improve financial performance, customer satisfaction, and long-term carrier growth. 

Learn how MyService can modernize your policyholder servicing experience, improving retention & profitability.