A leading insurance company wanted to allow its customers to easily manage their monthly touch points via its website. Existing procedures required customers to make multiple one-on-one calls, which was costly for the company and inconvenient for customers. They wanted a new digital strategy to improve claims features on the existing website and to enhance the customer experience.
The newly designed customer portal improved claims’ features on the existing website. Since the rollout of the new web functionality, customer adoption of the tools has been strong, costs have decreased, customer satisfaction has improved, and the number of phone calls has significantly declined.