Insurance Provider
Partnering with a leading insurance provider to provide a unified, smooth customer communication channel.
Credera partnered with an Australian insurance provider and risk advisor to architect seamless, channel-less communication for a better customer experience.
At a Glance
When an Australian insurance provider and risk advisor that caters to over 4,600 diverse clients partnered with Credera, they sought out an improved customer experience solution that would improve internal workflows and bolster consumer communication capabilities.
Leveraging Pega technologies, we built a transformational platform for the insurance provider to streamline its customer journey, automate repetitive manual tasks, and create a holistic view of the insurance provider’s business goals, documents, and customer interactions.
The Challenge
Time-consuming workflows and disjointed customer communication processes.
The insurance provider works with a wide range of clients, catering to public agencies, statutory authorities, infrastructure organizations, and community centers. They required a platform and capabilities that would address key challenges across their major areas of operation and solve complex challenges across a myriad of customer needs.
Across the provider’s three major focus areas, they faced the following challenges:
Insurance services
Manual pricing workflows
Client portal unavailability
Tedious business process conducted over email
Manual policy documentation and invoicing
Lack of standard product configuration rules
Claim management
Manual claim processes
High turnaround time (TAT) for claim processing
Inability to track claims status
Customer service
Manual queries handled over email
Lack of complete portfolio visibility
Delay in customer response time
The Solution
A unified, transformational platform for better customer experience and engagement.
We leveraged Pega technology to build a unified architecture from the ground up, driving transformational change in the provider’s customer experience and engagement capabilities.
Our solution equipped the provider to provide a standardized and streamlined customer journey across digital channels, leveraging capabilities like chatbots and Pega Intelligent Virtual Assistant™ (IVA). Additionally, we automated the agency’s processes to enable them to launch, market, and sell new insurance policies with a short lead time.
The Results
Personalized experiences, shorter lead times, and improved customer service.
As a result of our partnership, the insurance provider saw the following:
Channel-less customer service experience via chatbots and IVA
Reusable processes for the entire customer journey
Quick time-to-market for new insurance products
Single-point billing experience
Proactive risk management updates
Single view of policy details and supporting items
Seamless customer experience across each digital touchpoint
Standard claims management processes that can be reused across the business
Minimal claims leakage and indemnity expense
A holistic view of a provider’s risks, insurance, and claims history
Automatic triage claim to the appropriate claims manager
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