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Crisis Response Solutions for Insurance

During this time of global disruption, your policyholders and producers need you more than ever. We are providing Pega clients with solutions to enhance e-mail processing, rapidly triage customer requests, and infuse empathy into every interaction.

Automate e-mail servicing channels

Insurers face immediate challenges as customer service, policy service, underwriting, and claims operations struggle to handle an increase in service volumes. With Pega Email Bot™, you can quickly alleviate the strain on operations, increase efficiency, and empower employees to focus on customer needs. Automate, triage, and respond to large volumes of customer email with personalization. With Pega Email Bot, you can:

  • Provide customers with personalized messages and real outcomes
  • Eliminate manual work with self-learning AI and intelligently route emails to the right place
  • Free up employees to focus on more complex tasks
  • Drive work across back-end systems to accelerate work and unlock legacy applications

Crisis customer request triage

As COVID-19 continues to spread, insurers and call centers are receiving increased customer service requests for hardship withdrawals, policy cancellations, payment options, and rebate inquiries. Insurers are scrambling to support these requests as they deal with operations closing, a suddenly remote workforce, and digital servicing gaps. Pega Crisis Customer Request Triage helps insurers:

  • Capture a myriad customer requests from digital channels
  • Expedite customer response and relieve pressure on contact centers
  • Triage requests and route appropriately
  • Manage and track exceptions with a full audit trail
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Proactive retention actions

Policyholders are experiencing challenges making premium payments. Insurers are making unprecedented accommodations to help preserve the continuity of protection for insurance consumers by providing rebates and payment holidays. However, they are struggling to support these requests in a proactive, systematic manner. Pega Customer Service™ and Pega Customer Decision Hub™ help insurers:

  • Proactively address potential retention issues before they happen
  • Continually adapt retention and engagement strategies to support customer need
  • Quickly infuse empathy into every interaction
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Let's partner together

Together, we can help you adapt during this time of global disruption and get your customers the support they need. Contact us to learn how to use these solutions within your existing Pega environment.

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