Case Study Insurance Claim Updates Contact us Infracast Ltd, Merlin House Brunel Road, Theale, Berkshire, RG7 4AB T M W 0117 123 4567 07989 101 112 www.infracast.com
01 - About Infracast Infracast provides a wide range of enterprise messaging solutions built on our core EMX platform. We work in close partnership with our customers, helping to build and deliver effective, longterm communication strategies that are specifically tailored to each customer s unique business requirements. We currently process over 50 million messages each month, and have a rapidly growing international customer base that includes Telco s, Banks & Financial institutions, Airlines, Logistics and Retail businesses. From our origins in SMS text delivery within the UK Financial Services sector, we now have the capability to reach over 90% of mobile subscribers worldwide. Our entire ethos is based on customer service excellence our continued growth is built on customer recommendation and repeat business. 02 - About EMX Enterprise Message Exchange (EMX) is our multi-channel messaging platform that combines high performance SMS, MMS, Email, Voice and Emerging Channel delivery with ease of integration and management. Extensive analytics enable customers to gain valuable insight and to make effective, real-time communications decisions. EMX is available as a fully managed hosted service delivered from redundant data-centres, run onpremise or on a hybrid basis.
03 - Background Large Insurance PLC was formed in the UK in 1985, offering car insurance sold exclusively over the telephone. Today the company has over five million customers and a broad range of insurance products and services. Large Insurance is now one of the UK s leading direct car insurance companies, handling over 30 million telephone calls each year. 04 - The Problem Significant increase in demand, fed by the growth of the Internet and Mobile technology, means that consumers have come to expect instant access to information and services around the clock, regardless of where they are, or what channel they are using. Satisfying the demand for up-to-date status information on the progress of Insurance Claims can place real strain on call-centres and business processes, and can be a significant factor in driving up costs in an increasingly competitive industry. Businesses that provide their customers with a combination of interactive information access and regular status updates, by a variety of channels, can gain a competitive edge and benefit from increased customer satisfaction and retention.
05 - Challenges Studies have shown that there are several sweet spots during the life of an insurance claim where a customer is likely to make contact with, or be contacted by the Insurer for information. In the case of Motor insurance, these are typically; Acknowledging the receipt of an insurance claim Reminding customers to send additional information on claims (e.g. dates & times, locations, damage assessment) If there has been no contact for more than 5 days Information regarding the supply, delivery and collection of hire cars When a vehicle is due to go in for repair or has been in the repair shop for more than 5 days When the vehicle is ready for collection When the claim has been settled Each of these contact points can involve call-centre staff, interaction with the claims handling systems, and thirdparties such as repairers, breakdown services and hire car companies. Also, there are several different systems and processes within Large Insurance that are involved during the lifetime of a claim. The key challenges are: (i) integrating various systems and processes to send timely updates to customers before they call in to request information and (ii) supporting multiple interactive and push notification channels (Online, Mobile App, push and two-way SMS, Voice, Email, Telephony, Social Media, In-application messaging) in a joined-up fashion to deliver a seamless customer experience. 06 - Solution Large Insurance selected the O2 Managed Text platform, (EMX) as a cost-effective customer insurance claim notifications service. The solution runs alongside, and integrates with other Managed Text services already deployed within the wider group of companies. SMS, Email and Synthesized Voice status updates are pushed to claimants mobile phones from a number of systems using a set of common real-time and batch Interfaces. Interactive SMS messages are relayed to the company s CRM and claimmanagement systems, and the responses returned to the claimant s mobile phone in two phases: an initial acknowledgement of receipt of the request, along with an indication of when the information will be provided, and a subsequent information update. Extensive real-time reporting and Management Information data extracts provide deep insight into the effectiveness of each message delivery channel and help shape Large Insurance customer communication strategy.
07 - Service Environment The O2 Managed Text platform currently delivers over fifty million fully tracked messages each month for Banking, Financial Services and other enterprise customers. The service is delivered from two geographically-distinct Tier-3 data centres, and offers full local resilience as well as automated disaster recovery, ensuring continuity of service, even in the event of a catastrophic loss of an entire data centre. Round the clock platform and message delivery monitoring gives early warning of any potential service disruption and enables pro-active preventative measures to be taken. O2 and Infracast conduct regular service review meetings with Large Insurance, covering all aspects of the service delivery, including; Service Performance, SLA targets, support incidents and to review any potential planned maintenance, upgrades and service improvements. Benefits at a glance > Reduce call centre costs following initial deployment, Large Insurance PLC saw a decrease in call-centre activity, significant cost savings, and huge efficiency gains > Improve customer satisfaction & retention Customer surveys revealed that multi-channel information and status updates are a key tool in retaining customers, improving satisfaction and reducing churn > Gain competitive advantage by deploying a customer centric application that adds value in a commodity market. > Improve claim turnaround time customer responses to requests for claim information was significantly improved. This had an immediate impact on the time required to complete the claims process, which further improved customer satisfaction and retention. 08 - Outcome The Large Insurance claim update service was deployed in 2007. The service provides updates for nearly 700,000 claims each year, and is seen by Large Insurance PLC as a key part of their customer service commitment.