Policy Service and Administration

Optimize Operations with Dynamic Guidance and End-to-End Process Automation

View the Brochure:

Customer Process Manager for Insurance:

Customer Process Manager for Insurance

The challenge: Less loyal, multi-generational and highly mobile customers are demanding more personalized service from their insurance carriers. Unfortunately, rigid, inconsistent processes deliver only inefficient, impersonal service that has become a drain on customer satisfaction, operational efficiency and profitability.

Pega's insurance administration software for policy service and contract administration provides the dynamic intelligence you need to deliver an outstanding experience to each policyholder. Intent-led processes and real-time next best actions manage every step from front- to back-office, across multiple channels, geographies, distributors and lines of business. The result is personalized, consistent and optimized interactions that substantially reduce costs, increase account penetration and differentiate your company from the competition.

Pegasystems — Delivering Real-World Results

  • A large Midwestern life insurance carrier with more than 650 billion in force uses Pega solutions to radically improve back-office processes for its in-force business.
  • A leading European Life Insurers reduced operational costs by more than 12 million while improving service levels.
  • A top 10 global carrier has dramatically improved first call resolution in service and administration processing while improving overall resource utilization by 30 percent.

Get the Customer Process Manager for Insurance Data Sheet

Tab 1

Improve customer satisfaction and increase wallet share with dynamic, personalized processes that effectively balance customer needs with business objectives.

Key Capabilities

  • Increase first-contact resolution and reduce average handle time. Optimize interactions with a role-based, unified desktop that offers a complete view of the policyholder across multiple lines of business and channels.
  • Turn service centers into profit centers. Deliver personalized cross-sell and up-sell offers with next-best-offer recommendations that are dynamically incorporated into the process.
  • Eliminate workarounds and manual processing. Take advantage of business-friendly integration wizards to “wrap and renew” existing systems and leverage legacy data in intelligent processes that hide system inflexibility.
  • Reduce time and cost for contract administration. Streamline work with end-to-end processes that orchestrate all of the people, channels, systems and data needed to complete a task.

Tab 2

Deliver the highest standard of customer service at dramatically lower cost with intelligent automation that streamlines processes from end-to-end.

Key Capabilities

  • Maximize service efficiency across lines of business and geographic locations. Eliminate information silos with a unified desktop that offers a complete view of the multi-level policyholder relationship and end-to-end process automation that facilitates one-and-done interactions.
  • Increase customer satisfaction and retention. Personalize every interaction with real-time next best actions and offers dynamically incorporated into the process.
  • Deliver consistent multi-channel service. Let customers communicate over their channel of choice with unified processes and a complete history of interactions across all channels.
  • Enhance the producer relationship. Easily and automatically exchange data with third-party systems to ensure products, processes and information are as accurate and up-to-date as possible.