Customer Service for Insurance Microjourneys

These Microjourneys™ provide a single, unified, familiar interface for customer service employees, addressing key customer service functions.

Featured Microjourneys

CUSTOMER SERVICE FOR INSURANCE

This use case provides insurance policyholders the ability to easily update an address online or through a representative, and to have changes propagate to multiple policies.

CUSTOMER SERVICE FOR INSURANCE

A quick claim process that enables the insured to easily report an incident. The claim process has a responsive design via web mashup capabilities for the personal auto claim case type. 

CUSTOMER SERVICE FOR INSURANCE

A guided process that facilitates making a payment on one or more policies. The customer service representative can also update the payment method while conducting this process if requested by the customer.

Additional Microjourneys

Change Beneficiary

A guided process for beneficiary changes on a life insurance policy that can be initiated in the front or the back office. For information, see Change Beneficiary Microjourney.

Report a Death Claim

A claim process that enables the claimant to report the death of the policy owner. This process is built so that the claim data is passed via an API to the Pega Claims for Insurance application in which the claim is adjudicated and settled. For information, see Report a Death Claim Microjourney.

Add Driver

A simple process to support adding a new driver or editing an existing driver for an auto policy. The service case promotes the good student discount for drivers who are less than 21 years old and supports negotiation of a lower premium by selecting a higher deductible amount.

Policy Inquiry

A quick and easy comparison of old and new policy information to help policyholders better understand premium changes. For information, see Policy Inquiry Microjourney.

Mid-Term Amendment

A guided process created in the Pega Underwriting for Insurance application, which is made available in Pega Customer Service for Insurance via Federated Case Management. It enables the user to initiate a Mid-Term Amendment for changes to the policy.

Policy Loan

A guided process for a policy loan which can be initiated in the front or back office. Depending upon the amount of the loan, business rules determine whether the loan qualifies for straight-through processing or whether a more complex approval process is required. For information, see Policy Loan Microjourney.

Proof of Insurance

A simple, guided process that delivers Proof of Insurance cards for the selected vehicles on a policy to the policyholder.

File a Complaint

Capture a complaint regarding any account, product, or other issues reported by a customer.

Start Co-Browse

Collaborate in real-time with a customer by sharing a browser session and providing visual guidance on how to navigate a web site.

Surrender Policy

A guided process that surrenders a life insurance policy. It can be initiated in the front or back office and requires a thorough verification of the required form which is conducted in the back office. For information, see Surrender Policy Microjourney.

Update Billing Frequency

A guided process that facilitates updating the billing frequency on one or more policies.

Change Dividend

A simple process that updates the current and secondary dividend options on a Whole Life policy.

Update Customer Name

A guided process that updates the customer’s name. It can be initiated in the front or back office, and requires a thorough verification of the required form, which is conducted in the back office.

Update Lien-holder

A simple process that updates the current lien-holder information on an auto policy so that claims can be processed accordingly.

Auto Quote

A guided process created in the Pega Underwriting for Insurance application, which is made available in Pega Customer Service for Insurance via Federated Case Management. It enables the user to initiate a simple auto quote.

Send Policy Values

A guided process to send a PDF document that contains the policy information from the composite for a Whole or Term Life policy.

Com. Certificate of Insurance

A guided process, in a Business to Business interaction, to download or email a PDF document that contains the policy information for a Commercial Property or General Liability policy.

Travel Quote

A guided process, which enables the user to initiate a simple travel quote.

Book a Hotel

A simple process which selects and recommends best hotel accommodation and allows to book a hotel, when a flight is delayed.

Travel Claim

A quick claim process that enables the insured to easily report an incident, while traveling. This process is built so that the claim data is passed via an API to the Pega Claims for Insurance application, in which the claim is adjudicated and settled.

Start Quality Review

Review customer service interactions, score the quality of the case, and provide feedback to CSR's and supervisors.

Exercise Customer Data Rights

Support customer requests to exercise their rights to data (addressing GDPR or CCPA data rights for example) by making a request for data access and follow on requests (if applicable) to rectify, restrict or remove personal data.

Log General Service Request

Create an ad hoc case to log a general customer request.

Modify Organization Links

View and maintain a list of organizations associated with a contact or account. Part of the business bundle of service cases, capturing common business to business use cases.

Send Correspondence

Send correspondence via email to a customer (contact or account holder).

Add Organization

Add a new organization and have it linked to a parent organization, if applicable. Part of the business bundle of service cases, capturing common business to business use cases.

Create Opportunity

Add, view, and modify sales opportunities during a customer service interaction.

Send Statement Copy

Submit a statement copy request on behalf of a contact.

Go Paperless

A simple process that facilitates the ability to receive standard policy documents for the selected policies electronically versus by standard mail.

Update Contact Profile

Update contact profile information such as first, middle, and last name, date of birth, and marketing communication preferences.

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