Delivering Improved Levels of Service to Brokers and Customers

Creating the Right Experience – For Brokers and Customers Alike

The agent experience is key to winning and sustaining the right mix of commercial lines business. As the route to market can be complex, sometimes the supply chain between the insurer, broker and insured, coupled with the complexity of the business, can lead to a less than satisfactory experience for the customer.

It is crucial for commercial lines insurers to simplify the agent experience and not only speed up the delivery of the quote but bind the business in the most expedient manner.

Pega clients enjoy class leading acquisition, retention and underwriting results by targeting the customers they want to keep and the brokers who create the most value and delivering a service level to them which meets expectations:

• Understanding the total customer picture – from an existing policy and claims perspective at any point of interaction
• Keeping the amount of additional information needed for new quotation or renewal to a minimum
• Keeping the agent informed throughout the underwriting cycle
• Automating as many underwriting decisions as possible to speed up the quotation and binding cycle
• Freeing underwriters to concentrate on more complex cases and deliver an enhanced service for these

Proven Results

Pega has delivered impressive results at a number of insurers and other financial institutions:

• Significant improvements in the “time to bind” policies
• 70%+ increase in new business
• An improvement in operational efficiencies resulting in an automated pass through rate of more than 60%
• 97% improvement in new feature deployment times
• 30 day release cycles
• 50%+ increase in sales and productivity close rates
• 50% reduction in the costs involved in handling duplicate transactions
• Increased productivity with reduced training times for agents
• Full compliance with governmental and regulatory standards