Insurance Claim Contact Center Collaboration – Digital Customer Experience Then and Now


Think of how a lot digital channels and the contact heart have developed. Those who skilled “then” and “now” first-hand within the Insurance Claim enterprise may be much more amazed on the profoundly optimistic influence of expertise on buyer expertise, omnichannel collaboration, and the end-to-end declare working mannequin. With AI and generative AI quickly taking form for tangible enterprise use, we’re at an inflection level…a time of great change on this enterprise.

That was Then

  • My first job within the Insurance enterprise was as an Outside Liability Claim Representative with Aetna Life & Casualty, reporting to the New Jersey Claim Service Center in Parsippany, New Jersey. Aetna’s tagline was “Quality Claim Handling on an Every File Basis”, with my goal to Investigate, Evaluate, Negotiate, Settle claims, resolve issues, and indemnify clients for loss coated by Aetna insurance policies. Starting wage of $23.5K plus firm automobile, a brand-new Chevy Cavalier; I selected blue with black inside since Insurance Claims is a black and blue enterprise.
  • The buyer journey was not as clearly outlined. I used to be assigned a few hundred bodily damage and property injury declare recordsdata for losses, primarily in Middlesex and Monmouth counties, NJ, many with a number of claimants/plaintiffs, some unrepresented however most retaining private damage attorneys. Collaboration face-to-face within the subject or by telephone. Investigated and evaluated the financial worth of incoming Personal Lines Auto, Home, and Individual Life claims. Negotiated settlements in individual and by telephone, with claims in litigation continuously negotiated at legal professional places of work and county courthouses within the Judge’s chambers within the presence of plaintiff(s), plaintiff legal professional, defendant(s), declare adjuster(s), and protection counsel. Worked two days per week within the declare service heart workplace, with desks lined up in rows and one or two “green screen” laptop screens for your complete workplace, which was nearly as massive because the desk. Metal file cupboards had been filled with disorganized declare recordsdata. Files had been misplaced or misplaced — typically for days or even weeks at a time — making it inconceivable to resolve rapid buyer declare inquiries. Worked three days within the subject and from distant residence workplace, which consisted of a desk & telephone answering machine with cassette tape to collaborate with clients, subject and residential workplace decision-makers. No distant desktop, no laptop computer, no mobile phone, no fax machine but.
  • First discover of loss phoned into declare service heart by claimants/ events to assert help unit staff member, who manually recorded accident data on carbon copy ACORD kinds, with 4 or 5 copies for unique workplace file, residence workplace file, agent file, underwriting file, and declare adjuster’s skeleton file. Seamless buyer expertise was a problem, as digital channels didn’t exist to attach buyer journey from self-service to contact heart and digital channels. Paper-intensive processes and restricted, if any, IT capabilities. Our contact heart was open throughout regular enterprise hours, Monday to Friday, with “beeper duty” assigned to adjusters for response to buyer emergencies after hours and on weekends.
  • Outside adjusters had been geared up with a pad and pen to doc witness statements and Polaroid cameras for accident website images and property injury estimates; carbon copy was a should to make sure capable of present the witnesses with a hand-written copy following the interview. Recorded statements by telephone, however typically the suction cup fell off the telephone receiver mid-interview, compromising the accuracy of witness recording. Witness transcriptions on cassette tapes had been outsourced to a transcription service. We phoned the declare service heart for incoming messages, which had been paper notes by the declare help unit staff.
  • No GPS; relied on Hagstrom maps for instructions with occasional assist from pleasant gasoline station attendants. For auto accidents, scene reconstruction measurements, size of tire skid marks on pavement to assist consider drive velocity at time of influence had been usually measured in toes…my dimension 12 sneakers equaled one foot – not very exact. Field adjusters stopped at pay telephones to examine for messages; cell telephones had been nonetheless costly and the dimensions of a brick – suppose Crockett & Tubbs in Miami Vice. One massive “technology advancement” was when Garden State Parkway put in drive-up pay telephones on facet of freeway to cease and entry out of your automobile.

This is Now

  • Today, the declare buyer journey is extra clearly outlined, as omni-channel communication is a crucial logical structure to help buyer expertise, worker productiveness, and accomplice collaboration.
  • Single platform delivers capabilities for buyer, worker, and agent expertise, with real-time view of buyer/buyer context through Cisco Data Virtualization, location consciousness, Omni-channel analytics and reporting. Unified communications for voice, video, prompt SMS, and interactive voice response messaging. Omni-channel Cisco Contact Center for voice, video, electronic mail, chat, social media, and cellular. Mobile undertaking staff collaboration with workplace, cellular, and distant video conferencing. Simplicity and innovation whereas offering empathy and care for workers, claims, company, data expertise stakeholders, clients, brokers, and companions.
  • Omni-channel communication and the contact heart journey are desk stakes for wonderful buyer expertise. Meet regulatory compliance necessities as monetary establishments shift to cloud-based collaboration options. Evolve contact heart help to align with buyer expertise and workforce expertise preferences. Review greatest options for on and off-premises, with the power to streamline onboarding for brand spanking new customers. Ability to scale up and down and broaden the variety of licenses rapidly to rationalize bills.

Cisco Webex Suite, Webex Contact Center, and Webex Connect combine with open platforms to make sure instruments at all times keep present and preserve stability. It allows connecting with colleagues immediately with group chat, messaging, content material sharing, two-way digital whiteboarding, webinars, polling, real-time coediting, and digital appointments.

What issues are instantly addressed?

  • Reduce Customer Complaints
  • Reduce Costs
  • Improve Customer Experience – real-time SMS short-time messaging & fraud alerts
  • Introduce Automation – multi-channel buyer collaboration
  • Reduce Risk and Issues
  • Increase Resiliency – combine digital and voice channels, IVR, SMS, containment price
  • Balance strategic initiatives with lean course of automation
  • Remediation of techniques and platforms
  • Connect completely different companies right into a holistic view – orchestration and visibility

A Generational Switch Opens Doors

The insurance coverage business has skilled and can proceed to see drastic change by 2028, as we’re listening to as much as 50% of the workforce will enter retirement. This means millennials, Gen Z, and people trying to change careers have a novel alternative to hitch the insurance coverage business in 2024 and past. There is a better sense of urgency to embrace contact heart and expertise capabilities obtainable right now to deal with strategic priorities for income development, price discount, threat mitigation/regulatory compliance…and, most significantly, to maintain clients joyful!

Next steps

To study extra, go to Webex for Financial Services.

For extra data on how Cisco can help your monetary companies wants, discover all of our options at Cisco for Financial Services.



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