Using Automation to Accelerate Policy Changes and Renewals

Speed up processing and enhance the customer experience with intelligent automation 

Overview 

Whether it is supporting customer self-service or helping advisors do their job more effectively, intelligent automation offers a range of opportunities to enhance the customer experience.

Policy changes and renewals are a key reason for customers contacting an insurer – and our insurance client was aware that these interactions were taking a long time to complete. We were asked to examine why.

Our Approach 

On investigation, it became clear that one reason for the lengthy customer interactions was that advisors had to use multiple different systems: first, to verify customer details and enter changes; a second to calculate the impact on premiums and a third to take payments. At each stage, data had to be entered again – with a risk of manual error as well as negatively affecting the customer experience.

We recommended using desktop automation to streamline the process – connecting the different tools so that, once verified, customer details were automatically replicated across systems and steps.

Return on Investment  

We continued to work with the client and our automation partner to put the new solution in place. It has made the process faster and more accurate – saving advisors time and improving the customer experience of renewals and changes.

Contact us to overcome your Intelligent Automation challenges, with rapid data-driven assessment, independent advice, and transformation services.

Chris Mcilduff
Chief Customer Officer
chris.mcilduff@davies-group.com

Michael Anderson
Vice President
US/Canada
michael.anderson@davies-group.com