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Client

Leading Insurance Company

Industry

Financial Services

Topics

Experience Design, Web Capabilities, Customer Experience

Challenge

A leading insurance company wanted to allow its customers to easily manage their monthly touch points via its website. Existing procedures required customers to make multiple one-on-one calls, which was costly for the company and inconvenient for customers. They wanted a new digital strategy to improve claims features on the existing website and to enhance the customer experience.

Results

The newly designed customer portal improved claims’ features on the existing website. Since the rollout of the new web functionality, customer adoption of the tools has been strong, costs have decreased, customer satisfaction has improved, and the number of phone calls has significantly declined.

Web Adoption Grows

Overall, customer adoption of the online features has been strong, saving the client money and enhancing the customer experience.

The graphic below highlights how many unique users were logging onto the customer website over the course of the project. The steady improvement of adoption over time is evident as more and more users took advantage of the new functionality.

Put Down the Phone

As mentioned above, our client saw a significant decrease in phone calls for insurance claims support.

The marketing team conducted a customer satisfaction survey in early 2017. They found that the majority of the claim tool users reported that they were satisfied with their website experience.

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