Right here we characteristic SBS entry into Greatest Use of Know-how for Buyer Expertise Claims (Provider)
SBS entered its self-serve claims bot
What key achievement did your entry spotlight?
The cornerstone of our success has been the continual optimisation of our working mannequin via using expertise.
Our self-serve claims bot is focused at policyholders making cell phone and ‘gadget’ claims.
Immediately’s digital customers worth comfort and pace; they wish to work together with insurers in their very own time. The self-serve claim-bot affords a whole declare course of, from preliminary FNOL questioning, product validation, extra assortment, assortment for restore, alternative product provide or e-voucher.
Throughout this current interval of social distancing and lockdown, buyer uptake of our claim-bot has exceeded 86% of gadget claims.
Are you able to share information or testimonials to again up your bid to win?
Our innovation technique is prioritised, based mostly on three quite simple working ideas:
1. Cut back our shoppers’ declare spend – we now have efficiently lowered declare price by >£1.3m.
2. Settle claims quicker – Common declare timeline have lowered by 75%.
3. Delight the policyholder – Our NPS rating has elevated to >86.
Our self-service claim-bot has exceeded all targets set, delighting each shopper and buyer.
What units your agency aside from the opposite shortlisted contenders?
SBS have grow to be a driving drive of optimistic digital disruption throughout the market, coupling collectively claims prices financial savings and growing buyer satisfaction.
Our claim-bot has been warmly obtained by prospects wanting extra management over how and once they work together. This has led to a rise in delighted prospects and, little doubt, policyholder retention.
We anticipate that our claim-bot will grow to be the first interplay channel with our prospects within the long-term; due to this fact, that is one other thrilling a part of our innovation technique and continued digital evolution.
How will you have a good time in case you are the victor?
This yr, we (SBS) have a good time our twentieth birthday! Profitable an Insurance coverage Instances Tech & Innovation Award can be a unbelievable achievement in a really vital yr.
Our celebrations can be very a lot staff based mostly, so in these very completely different socially distancing instances, I can see plenty of e-champagne corks being popped.