Insurance customer service workspace
The service worker finds the customer's insurance contracts, insured objects and permitted claims information. Clearly seen by the policyholder, insured and beneficiary.
The policyholder, insured, object and version of the policy are differently linked in service sources. The employee mistakenly selects a contract or searches for additional information that is already available for a legitimate purpose.
How the solution works
- The appeal is tied to the identified person and his or her right to act in a specific situation.
- Primary sources provide appropriate relationships between the contract, object or insured.
- A history version is selected for the question and the state of relevance of the data is noted.
- The employee is provided with insurance terms, payment status and related damages under his rights.
- The request for data change is forwarded to the responsible team. Once the change is approved, the information provided to the service worker is updated.
Key challenges
- The relationship between the customer and the insurance contract is unclear
Solution capabilities
The client and his representatives
The policyholder, the insured, the beneficiary and the authorised representative are individually registered. The employee sees the role of each person and the powers in force.
History of the object or insured
The unit of property and the insured person are linked by a true product model, not a universal field of physical property.
Terms and validity of the policy
A version of the contract and replacement from the original source is shown for a specific issue.
Related information allowed
The state of payment or damage is presented by purpose, without opening the whole sensitive or limited base.
Relevance attribute
The delayed source response or copy time remains visible and does not translate into the confirmed current state.
Redirecting the change
The service request is forwarded to the team handling the contract data. The service worker is provided with the changes to the contract approved by her.
Business context
- The relationship between the customer and the insurance contract is unclear
- The policyholder, insured, object and version of the policy are differently linked in service sources. The employee mistakenly selects a contract or searches for additional information that is already available for a legitimate purpose.
- The consultation is based on existing customer protection
- An employee who sees valid contracts and insured objects can avoid repeated issues. During the contract review, it is easier to discuss a changed need or no longer relevant protection. The proposal submitted to the customer is based on his situation, and additional products are considered according to their suitability.
Core features
- The client and his representatives
- History of the object or insured
- Terms and validity of the policy
- Related information allowed
- Relevance attribute
- Redirecting the change
Key integrations
- Customer and Representation Register
- The identity, role and basis of a valid connection of the person.
- Policy Administration
- The accepted version and history of the contract, object or insured.
- Damages and financial systems
- Only service is allowed in the current state and its source.
- The progress of access and requests
- The user right and the change adopted by the original owner.
Potential impact (%)
The ranges indicate an illustrative relative change in the metric under the stated assumptions. Results depend on the starting position and actual use of the solution. Percentages for different metrics must not be added together.
Contract data retrieval time
16–42%Decreasing
This illustrative scenario assumes that 40-70% of information searches and repeated cross-checks can be addressed. That share is assumed to fall by 40-60%. Company data is needed to verify both the addressable workload and the resulting change.
The active search and reconciliation time to a sufficient answer for the comparable question is measured.
Service repair due to faulty connection
12–42%Decreasing
This illustrative scenario assumes that 30-60% of errors can be addressed through the data and rule checks described. That share is assumed to fall by 40-70%. Company data is needed to verify both the addressable share and the resulting change.
Estimates of service actions corrected due to improper selection of person or policy.
Part of the client's questions solved through first contact
3–13%Increasing
Sample starting part - 60%. Assumption: 20-40% of the remaining cases involve missing contract information for the service worker; a solution would help resolve 25-50% of these cases.
Solved questions are divided by all predefined issues of normal service. Issues requiring risk or damage resolution are assessed separately.
Conditional calculation scenarios. The assumptions have not been validated against client measurements.
When this solution is relevant
- When serving a customer, it is necessary to link the policyholder, the insured, the object insured and the contract in force during a specific period.
- Employees check these connections on multiple systems, making it difficult to quickly answer a customer's question.
Implementation requirements
Before systems are connected, it is checked how customers, policyholders, insureds and prohibited objects are identified in them. The access and period rules must allow for the display of relevant protection from reliable sources without creating excessive copies of sensitive documents.
Further development options
- Relationships between additional service roles and products after their access check
- Submission of customer data to additional service channels according to their purpose