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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. Overview | Configuration

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. Overview | Configuration

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. Overview | Configuration

Additional Microjourneys

Personal Auto Claim - Status Inquiry

A process to receive status updates in your preferred channel of communication and to see the status of your claims. For information, see Overview | Configuration.

Change Beneficiary

This Microjourney™ assists a policyholder with beneficiary changes on a life insurance policy. This process can be initiated in the front office or through the self-service channels, and includes a thorough verification of the required form, which is conducted in the back office.  DocuSign is implemented in this Microjourney. For information, see Change Beneficiary Microjourney.

Report a Death Claim

The Report a Death Claim Microjourney™ enables the claimant to report the death of the policyholder. This process is built so that the claim data is passed through an API to the Pega Claims for Insurance application or any other external claims system which has been integrated with the application and where the claim is adjudicated and settled. For information, see Report a Death Claim Microjourney.

Policy Inquiry

The Policy Inquiry Microjourney™ enables insurance policyholders to easily compare old and new personal auto policy information so that they better understand rate changes. Two comparison types are supported, comparing the current policy to the previous policy, and comparing the current policy to the new policy upon next renewal. For information, see Policy Inquiry Microjourney.

Policy Loan

The Policy Loan Microjourney™ can be initiated in the front office or through the self-service channels. 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, including a thorough verification of the required form is required. DocuSign is implemented in this Microjourney. For information, see Policy Loan Microjourney.

Surrender Policy

This Microjourney™ allows a policyholder to surrender a life insurance policy. It can be initiated in the front office or through the self-service channels and requires a thorough verification of the required form, which is conducted in the back office. DocuSign is implemented in this Microjourney. For information, see Surrender Policy Microjourney.

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