All Technologies Used
Motivation
The Company needed a self-service system due to the rapid growth of their policyholder database. The goal was to provide end consumers with secure, 24/7 access to their policy details, billing and payments, quotes, claims, and relevant product information. This would reduce the need for customer service representatives and increase operational efficiency, while maintaining data security and offering a user-friendly interface.
Main Challenges
Ensuring that users have controlled, secure access to their sensitive insurance information without compromising data protection standards. Azati proposed implementing advanced encryption protocols and multi-factor authentication to protect sensitive data and ensure compliance with regulatory standards.
Designing an intuitive, easy-to-use interface for consumers to navigate policy details, submit claims, and manage billing information with minimal guidance. Azati focused on simplifying the user interface and implementing responsive design to provide a seamless experience across all devices.
Building a system that can handle a rapidly growing user base without sacrificing performance or reliability. Azati recommended using cloud-based infrastructure and microservices architecture to ensure the platform could scale efficiently as the number of users increased.
Our Approach
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Secure Access
- Implement role-based access control
- Enable multi-factor authentication
- Protect sensitive customer and policy data
- Ensure compliance with data protection regulations
360° Customer View
- Centralize all policy and claims data for each customer
- Provide accurate, up-to-date information
- Support personalized customer interactions
- Improve internal team visibility and efficiency
Policy Management & Billing
- View and manage policy details online
- Renew policies without agent assistance
- Access billing summaries and payment history
- Complete secure online payments
Claims Management
- Submit claims online (First Notice of Loss)
- Track claim status in real-time
- Receive automated notifications and updates
- Reduce processing time and improve transparency
Quick Quote & Application Submission
- Generate quotes instantly based on user input
- Submit applications online securely
- Reduce manual data entry and processing
- Streamline customer onboarding process
Knowledge Center & Online Support
- Access product and regulatory information
- Retrieve risk management and legal guidance
- Use chat and feedback forms for assistance
- Support self-service without needing call center help
Business Value
Improved Customer Control: The self-service portal empowered customers with greater control over their insurance needs, reducing reliance on customer service representatives.
Operational Efficiency: The solution significantly reduced call center volume by nearly 60%, lowering operational costs and improving overall efficiency.
Enhanced Customer Satisfaction: Customers were able to manage their insurance needs in a personalized, interactive way, which led to higher satisfaction and long-term retention.
Cost Reduction: The portal reduced operational costs by automating routine tasks, freeing resources for more strategic initiatives.
