Case Study

AEGON Improves Internal Processes to Become a Truly Digital Insurer

The Business Issue

Aegon, the global insurance company, sought to create a world-class customer service experience for its customers. To accomplish this, the company first needed to simplify and streamline manual legacy business processes that often included multiple steps to verify information regarding user identities, policies, compliance, and checklist requirements.

The Solution

Aegon used Pega’s technology to manage and automate an array of internal systems, including claims management, payroll payment, and transfer quotes and transfer settlements, totaling approximately 120 core business processes. Pega’s technology was used to automate checks and enable more automated end-to-end processes. With this technology, Aegon was able to create a library of business services that can be re-used across all processes, optimizing efficiency and speed to the market.

The Results

Today, Aegon agents are able to quickly access all relevant customer information. Pega enables agents to utilize scripts and knowledge management capabilities, which allows them to focus on the needs of the customer. Enhancing the contact center capabilities of Aegon resulted in significant performance improvement, including an increase in first call resolution (FCR) rate from 50% to 80%. The changes are also credited with significantly improving the quality of customer interaction and reducing training time.

With Pega, Aegon was able to achieve:

  • 60% reduction in processing time of claims settlement process.
  • 84% total savings from improving claims management operations.
  • 20% improvement in Net Promoter Score (NPS) for customer and employee experience.
  • Insurance
  • Customer Service
AEGON pushes the envelope in transforming themselves from product-centric to a customer-centric enterprise. | 2:48

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Related Resources

  • Presentation

    Learn how Pega's applications are leading AEGON's digital transformation journey.

  • PegaWorld Video

    To bolster their market leadership, hear how AEGON UK launched a Customer Service Transformation initiative.

  • Demo Video

    Pega's Customer Service application is the next generation desktop designed for today’s digital policyholder.