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Technology & Innovation Awards finalist 2020 Q&A: SBS’s comprehensive self-service claims bot | Latest News

ravitaddy by ravitaddy
September 11, 2020
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Right here we characteristic SBS entry into Greatest Use of Know-how for Buyer Expertise Claims (Provider)

SBS entered its self-serve claims bot

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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.


Learn extra…Could Google’s chatbot overhauls the insurance market?

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Female chatbot

 



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