How many claims systems let you apply a laser-like focus on the customer journey and experience with continuous, iterative development? Bernardo Rodriguez, chief digital officer at J.D. Power, makes this a critical success factor for effective digital transformation.
" Digital transformation requires more than just automating existing processes; it requires new approaches to tracking customer pain points and trends, as well as agile pipelines for building products and services to address problems quickly. Customers expect personalization and relevance every time they interact with a brand, and that personal connection needs to shine through in digital engagement channels."
Rodriquez uses banking as his case study but this is equally relevant for insurers. Consider these questions.
Do customers get real-time updates on the status of their claims?
That saves half the calls they make to adjusters asking "What's happening?"
Can customers choose whether to register FNOL via self-serve online button or by phone call
and switch at any time? If not their UX is compromised.
Can auto claimants book their vehicles online
with the repair shop or must they wait to be contacted? Not good UX!
Can they chose their repairer
by location, profile, availability?
Can they see the status of their claim 24/7?
Whether motor, home, travel, pet or speciality.
The answers you give are a measure of the customer focus your clams system delivers. Add to that another key question.
Can the business innovate without having to rely on developers and coding? Can they test changes to processes, wording and visualisation and then learn and apply? Constantly improve the customer journey and experience.
It is well worth reading the full article below especially as J D Power is likely to rank your customer UX each year. Best to follow the tips Rodriquez offers.
And chose a digital claims platform and technology partner that enables you to tick yes to these and similar questions.
This type of platform-based approach to product development is challenging for many companies because it requires them to break down legacy silos in order to create a single repository of intelligence to share across the organization. The key to making that all happen? Follow the customer. By putting customer experience at the center of the universe and designing digital transformation around each customer’s complete journey, digital transformation efforts can succeed in driving new innovation without compromising meaningful customer connectivity.
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