I’m so excited to share with you all that, just in time for Mother’s Day, I became a grandma again! And even better, it’s my first granddaughter. Having several grandsons already, this is a game-changer!
Even though my family is ecstatic, we can’t celebrate this joyful moment in our usual ways. In normal times, I’d have cradled my sweet granddaughter several times over by now. But, until everyone gets the Doc’s “okay,” we’re limiting our gushes to photos and FaceTimes.
Carrying on with my own life in this “new normal” made me think about how all relationships, especially between organizations and customers, will be different. Just think: my own daughter, as much as she loves her family, has to protect her new baby by keeping everyone at technology’s length. As healthy and comfortable as we may feel, we must understand and also do what we can to safeguard this sweet baby.
While not entirely the same context, I’m sure some form of relational tension is already surfacing for you, my insurance friends, who are trying to determine not only your own best way for communicating with customers, but also what the customer is most comfortable with. Policyholders, just like us, are also trying to navigate this socially distant world, except they’re coming to you because they’ve experienced an additional loss. They not only need your assistance with insurance-related matters, but could probably also use an empathetic agent to work alongside.
Just like various types and levels of insurance, communication is not a one-size-fits-all approach. As you’ll read in the “industry news” below, some customers may want a quick turnaround on their claim, while others are seeking a more compassionate interaction. Some may prefer email and others, who can’t remember their email password, may ask for data through an app. In an effort to successfully communicate with every type of customer, I encourage you to research holistic, collaborative customer communication environments. With centrally-stored policyholder data and an automated workflow, a few clicks gives you and your customer the instantaneous access and 360-degree view you both need. This communication style accounts for clients on-the-go and the increasing mobility we all need in preparing for a more remote style of work. The fluidity of this streamlined solution also saves you hours per day, so you can focus on higher-level initiatives – like being present and compassionate with your customers.
Underwriting departments, I’ve noticed, will probably be among the most quickly transforming insurance sectors because the nature of their work thrives from adopting holistic environments like what I’ve explained above. I recently joined Jeff Hiegert, Hyland’s Insurance Adviser, for a short podcast conversation on it. If you’re interested, you can listen to “The Underwriter’s Compass for Navigating ‘Under the Sea’ of Information” directly from our website. Always free.
Stay healthy, stay safe, and we’ll all be together again soon.
Hey, Departments of Insurance – This One’s for You
Did you know TEDxTalks has a stream of episodes focused on insurance?In today’s world of upward mobility and indebted millennials who can’t always afford (and consequently forgo) traditional insurance, accessibility, niche coverage and streamlined service are the top traits for competitive insurance agencies. Thanks to apps and automation, insurers are now becoming equipped and empowered with instantaneous capture from smart phones, digitalized document storage and case management in a single, compliant and centralized data hub, and seamless integrations with admin systems like Guidewire and DuckCreek.
The Underwriter’s Compass for Navigating “Under the Sea” of Information
Underwriters know that, before the actual underwriting begins, they must first build a file out of disparate pieces of information. Navigating this sea of data from here, there and everywhere can haphazardly redirect the underwriter’s sails into unnecessary roundabouts, prolonging decisions and causing waves in their “pool of risk.”
It’s Not About Technology
With buzzwords like “InsurTech,” “digital transformation,” and “enterprise solutions” making so much noise in the insurance space, it’s understandable that most of us now rely on selective listening to tune out these conversations. After all, technology is a niche field and not necessarily intriguing to the average Joe.
But that’s not the problem.
The concerning issue is that the conversations around “InsurTech” have become so technical that they’re no longer communicating the right message. Replacing legacy processing systems isn’t about modernization or distinguishing your agency as innovative – it’s about automating what you can, freeing up as much time as you can, so your staff can focus on the heart of why they work in insurance in the first place.
Namely, helping people in times of need.
As InsurTechNews.com quoted in its article Insurance Innovation: Putting Customers First in the Claims Process, “If I hire someone with the best customer experience skills, people who can give our customer the confidence and trust that we have their back, I can architect something around them that is magical. You can leverage technology for that. You can’t teach someone how to connect with people.”
Establishing a customer-centric model doesn’t have to be technical or haphazardly pieced together. By adopting a single, comprehensive solution that adapts to your goals, accounts for every step along the way and speaks with other systems (the technical term being interoperability, but remember we’re focusing on the core), you can worry less about technicalities and more about personalities.
What Can We Do For You?
ImageSoft guides insurers through the selection of enterprise content management to achieve the efficiencies and cost savings you need. Our industry-leading solutions for insurance offer automated workflows, improved speed and efficiency, reduced costs and proper compliance.
ImageSoft is ready to help your company reap the benefits from integrated enterprise content management