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July 23, 2020

Expanding Options for Communications

Summary:

Messaging and platforms, business texting, chatbots, voice and even augmented reality can help customers--while cutting costs.

Photo Courtesy of Pexels

Most P&C insurers have gradually expanded their options for digitally communicating with prospects, policyholders, producers and employees. As the industry moves beyond the web, portals and email, there is a growing recognition that a whole new world of digital communications options can be applied in insurance. Messaging and collaboration platforms, business texting, chatbots, voice, personalized interactive video and even augmented/virtual reality are now on the palette. Add these communication options to the zillion different ways to make or receive a payment, and a great thing happens. These options often simultaneously improve the customer experience while reducing expenses!

Technology options and solution providers are plentiful, but the big question for insurers is how to leverage the right mix of these across the enterprise. There are three really important components for successfully leveraging the new communications options: 1) a digital communications strategy, 2) digital content capture and creation and 3) content management and e-delivery.

Digital Communications Strategy: The methods of communications have often been driven by the requirements of specific areas of the business. Marketing uses a variety of tools and approaches to reach prospects and customers. Distribution uses another set to interact with agents and other partners. Claims has many types of external participants to communicate with during the claims life cycle. Underwriting and other areas of the business have their own needs and favorite technologies. But, now that digital transformation is accelerating, a comprehensive digital communications strategy is needed to determine how and where to best leverage capabilities like chatbots, messaging platforms and other tools. The capabilities for delivering customer documents and communications via email, portals and other traditional methods will continue to be equally vital.

See also: Will COVID-19 Be Digital Tipping Point?

Digital Content Capture and Creation: Inbound communications, such as submissions or first notice of loss, benefit from intelligent capture solutions that can efficiently gather and organize the information sent to insurers. Also, the ability to create and manage forms, documents and customer correspondence is essential. Communications that are created must adhere to branding guidelines, enable regulatory compliance, provide a modern customer experience and have the flexibility to support today’s array of outbound channels (including print and digital channels).

Digital Content Management and E-Delivery: Managing the digital content used for customer communications is an important capability. Insurers must be able to efficiently create, store and (re)use content objects such as visual branding elements, signatures, text blocks and the templates that they support. Moreover, in a world of many digital delivery options, the digital communications platform must support the delivery to the recipient through any technology option or channel, including messaging platforms, business texting solutions and chatbots, as well as traditional print, email, the web or mobile.  

Traditional options for communicating (such as portals, email and even print/mail) are not going away. But establishing a digital communications strategy and implementing a platform solution for creating and managing those communications is even more important in an era where the world is more rapidly shifting to digital due to the pandemic and work-from-home environments.

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About the Author

Mark Breading is a partner at Strategy Meets Action, which helps insurers develop and validate their IT strategies and plans, better understand how their investments measure up in today’s highly competitive environment and gain clarity on solution options and vendor selection.

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