PropertyCasualty360 2021 Customer Experience Innovation Honorees
Meet the Customer Experience honorees in the inaugural PropertyCasualty360 Insurance Innovators recognition program. (Part 2 of 4)
Insurance businesses now distinguish themselves by making sure that customers have a seamless experience from to quote to claim.
But policyholders aren’t the only customers in the insurance space: Agents, brokers, underwriters, adjusters, risk managers and administers are all somebody’s clients. Fast, efficient service is now a must for the health of their insurance work.
What follows are the Customer Experience Innovation honorees in the inaugural PropertyCasualty360 Insurance Innovators recognition program.
Carriers
AF Group
AF Group rolled out its Digital Customer Portal (DCP) to agent partners, policyholders, injured workers, and vendors across its workers’ compensation brands. The DCP rollout was the culmination of a three-year journey in response to increased demand for a seamless digital experience and real-time access to information, services and products. The easy-to-use digital channel lets policyholders access and manage claims, review loss control information, pay invoices and view policy documents. DCP resulted in increased policyholders and expanding injured worker coverage and EFT adoption. https://www.afgroup.com/
Product
Company Nurse / Lintelio
As the premier nurse triage service for workplace injuries, Company Nurse faced increased expectations and challenges when COVID-19 hit. In response, they developed Lintelio DS (digital screening). This product offered digital health screening and telephonic nurse guidance for COVID-19 services. Lintelio DS has grown to 41,000 users who have completed nearly two million health transactions with 100 customers spanning more than 700 workplace locations. In response to this demand, the expanded Lintelio brings value to employers and employees by making health and safety benefits more accessible and easier to use. https://www.companynurse.com/
Individual
Rose Hall
Rose Hall is AXA XL’s head of Construction Innovation. She has been instrumental in developing AXA XL’s Construction Ecosystem, a digital network of products and services focused on promoting technology to help customers solve problems, enhance risk management and improve business results. Hall saw that as a construction insurer, AXA XL could use its expertise to bridge the gap between contractors and technology. The Construction Ecosystem provides numerous resources to make it easier for contractors to find, select and implement technological solutions. It also includes an index that benchmarks contractors’ technological adoption against their peers. https://axaxl.com/
Team
Lauren St. Amand and Team
Duck Creek Technologies Senior Director of Global Marketing Lauren St. Amand and her team needed a way to keep carriers connected when the pandemic canceled the in-person event Formation. In just six weeks, the team was able to build vFormation, which replicated the conference experience with online booths, training sessions and an interactive community. The audience could watch live speeches, tune into different workshop tracks, customize their agenda, and have conversations with colleagues within the insurance community. This on-demand platform let people engage with what they wanted when they wanted. And it transformed the one-time event into a year-round engagement platform. https://www.duckcreek.com/
Product
LexisNexis® Telematics OnDemand
LexisNexis® Telematics OnDemand gives consumers shopping for auto insurance the ability to leverage driving-behavior data for more customized pricing and potential discounts as early as point of quote. Consumers can choose to share their driving data when they engage with their automaker for connected services. They then have this data available to them when they shop for auto insurance and can deploy it for immediate rates based on their driving rather than having to go through a trial period and subject themselves to monitoring periods in the future. https://risk.lexisnexis.com/
Product
Marble
Marble is the first digital wallet and rewards program for the insurance company. It was built in response to hundreds of hours of user interviews and nearly 10,000 surveys. People said they wanted a hub for all their insurance needs, and Marble seeks to make that hub an empowering experience. Marble lets users effortlessly protect the things they care about while earning industry-first cash-back rewards. Marble has achieved what many thought impossible: getting consumers to proactively engage with their insurance company. On average, members add 2.2 policies to their accounts, and over 60% return to update their expired policies. https://www.marblepay.com/
Team
Pie Insurance Customer Success Team
The Pie Insurance Customer Success Team took a proactive role in 2020 when the COVID-19 pandemic forced many customers to shut their doors. The Customer Success Team helped customers to adjust or postpone payments, making hundreds of account-level changes during the crisis. In some cases, customer premiums reduced to a single dollar to help ensure businesses could carry necessary insurance when cash flow was limited. The Customer Success Team helped Pie provide educational content throughout the pandemic to help as many make it through the crisis as possible. https://pieinsurance.com/
Carriers
Selective Insurance Company of America
Selective Insurance continually invests in tools to provide a best-in-class customer experience, and its redesigned MySelective mobile app is no exception. Without logging into their account, MySelective gives users access to such popular features as the ability to view auto ID cards, claims reporting, live chat and roadside assistance. Selective also has an app for commercial policyholders, which is unique. Commercial customers benefit from an immediate certificate of insurance creation whenever they need it. This is especially important for contractor clients who are often required to transfer risk or provide insurance proof for bids. https://www.selective.com/
Freelance writer Matthew Candelaria contributed to this report.
See also: