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Processing Customer Requests in Insurance

Processing customer requests quickly, efficiently, and to the satisfaction of both the carrier and the customer is essential. The complexity of working with disconnected systems, manual processes, and the lack of proactive customer notifications makes this difficult. That’s where Pega comes in. Pega crushes complexity so that you can make better decisions, get work done, and save customers and employees time so that you can focus on what matters most—your customer.


[Narrator] Today's insurance clients demand engagement based on their needs. They are more connected than ever and expect an almost immediate response to their inquiries while at the same time receiving a personalized experience. This is complicated by the fact that insurance processes are often complex and not easily managed by traditional workflow or queue-based systems, and requires additional capabilities to provide a streamlined experience for employees and customers. The good news is that Pega's intelligent automation crushes complexity and enables carriers to automate, simplify, and optimize even the most complex business processes rapidly with the patented rules-based technology that enables continuous improvement and innovation. This allows you to make better decisions, get work done, and save customers and employees time so that you can focus on what matters most, your customer. Take Mari Johnson, who has filed a complaint with UPlus Insurance due to not being happy with her claim's resolution. Using Pega's intelligent automation, UPlus makes better decisions by configuring business rules and policies to automate servicing decisions. Mari sees this firsthand through the proactive notification that she receives, all without human intervention.

This proactive notification enhances Mari's satisfaction as she knows that UPlus is focusing on her needs. She can then spend her time on something more enjoyable. For UPlus, this deflected a call to the service center As Mari's complaint is complex, involving multiple issues, we see how UPlus gets work done by providing guided, intent-driven case management processing to present the right data at the right time to the right person, resulting in minimal training, less handoffs, reduced manual intervention, and increased efficiency. Finally, we see how UPlus saves time with process automation to simplify complex processes and reduce manual activities through automation to accelerate customer response time and drive down cost. All of this was configured leveraging Pega's industry-leading, no-code platform, allowing UPlus to reduce complexity by quickly responding to changing business needs without writing a single line of code. To learn more about crushing complexity and to see the rest of Mari's story, please contact your Pega Account Executive.


Product Area: Platform Solution Area: Operational Excellence Topic: Workflow Automation

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