Key Questions To Ask
Do we have the staff and financial budget to address growing demand?
How do we best bolster operational load implications with respect to increased levels of customer inquiry and support needed?
Do we have a plan in place that maintains and improves customer permission and preference for digital/online communications?
Will your existing core system tolerate an increased load, new modes of working, and exchanging/communicating information?
Do we have a way of easily reaching customers to alert/inform them of changes influenced by COVID-19's aftermath?
Build Your Post COVID Response Plan
Be up-to-date and prepared to handle post COVID insurance trends, customer demands, and needs
Support customer communication permissions and preferences by investing in your company’s digitization
Understand customers and businesses shifting behaviors and improve processes and policies based on evolving wants and needs
Automate the policyholder journey – offer proactive notifications and updates and real-time responses
Establish policyholder trust and brand loyalty - Keep your policyholder informed and up-to-date from the beginning of their insurance journey
Focus on customer experience, satisfaction, and growth
Benefits
Decrease inbound call volume due to an influx in policy issuance, quote follow up and claim submission
Increase the number of policies and decrease time to convert leads
Reduce costs associated with hiring or training employees to manually answer policyholder requests – whether at a call center or to your adjusters and agents
Seamless opportunity to go digital
Increase customer satisfaction
Increase brand loyalty and trust by sending proactive notifications to keep policyholders informed at all times throughout their journey
Increase customer retention and referrals
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