Insurance Company Self-Service System

Objective

As the Company policyholder database was rapidly growing, the Company understood the value a self-service portal could bring to their end consumers, and requested a web and mobile based system where end consumers could have full visibility and secured control of their policy details, billing and payments, applications and quotes, claims, relevant and time-sensitive product information – all without involving a customer service representative.

The Company reached out to Azati for bringing a competitive solution to life.The solution would serve both as the starting point for those looking for medical malpractice insurance and as a place for continued support for a wide range of policyholders with their needs, across different lines of business.

BENEFITS

With the introduction of the self-service portal, each end customer gained greater control over policy purchasing and administration, in the new personalized and interactive way online. The self-service system now provides a complete 24/7, global and secure access to the business functions which the end consumers need most often. The portal’s features and convenient user experience significantly reduced the time spent by end customers on insurance administration – their focus has shifted back to work. Customer service representatives reported the reduction of call center volume by nearly 60% on typical inquiries, and expect this number to grow as more customers get comfortable with serving themselves online.