Change Policy Address

The Change Policy Address Microjourney™ in Pega Customer Service™ for Insurance provides insurance policyholders the ability to easily update an address online or through a customer service representative.

This use case enables insurance companies to manage retention risk by providing information about a premium change, if relevant, to a customer who is changing an address. Additionally, it allows customers and companies to manage updates to multiple policies with one interaction.

The Change Policy Address Microjourney is available in self-service and assisted channels.

Web self-service example: Customers can update an address themselves and specify the policies and policyholders the change applies to.

Web Self-Service

Moving is stressful. Updating insurance policies should be easy. Many people have multiple policies with the same insurance carrier.  Often, companies put the burden on customers to update each policy separately.

  1. Customer accesses self-service website. 
  2. Customer selects whether the move is physical or only a mailing address change. 
  3. Customer selects whether the change applies to one person or the entire household. 

Assisted Service

Customers can change their address by calling, chatting, or using other assisted-service channels. A customer service representative (CSR) assists the customer by making the address change in the Pega Interaction Portal.

  1. The CSR asks the customer if the move is physical or a mailing address change. 
  2. The CSR is presented with a knowledge management article that describes why the insurance premium might change when the customer moves. 
  3. The CSR can quickly review key information about the policy, including the insured parties and the current premium amount.

Assisted service example: Customers may change their address by calling, chatting, or using other assisted-service channels. A CSR would assist the customer by making the address change in the Pega Interaction Portal.

App Studio provides personas, stages and steps, and data objects in one window.

Personas

Personas help you to group users according to the cases they work on, the channels they can access, and the responsibilities they have within a process.

Stages and Steps

Stages and steps show the visual path of the business process. The image below details the stages and steps of this particular Microjourney.

Data Objects

Data objects organize and store data that your Microjourney requires. These categories of data have fields, field mappings and connections to data sources.

Personas in this Microjourney.

Customer

The insured policyholder who is moving.

Customer service representative

The representative who helps a customer by using assisted service channels to update an address.

Sales Agent

The agent who answers questions about an address change when a customer requests help.

Stages and Steps

This Microjourney includes the following stages.

  1. Change address: a customer or customer service representative enters the new address and selects the policy or policies the change applies to.
  2. Process policy quote: the self-service website or a CSR provides the new premium quote, if relevant to the address change.
  3. Confirmation stage: if required, a customer signature is processed and a confirmation message is sent to the customer.

Personas

  1. Customer: enters address change details through a web self-service channel.
  2. CSR: explains the policy premium change to the customer through an assisted-service channel.
  3. Sales agent: answers questions related to the address change upon customer request.

Data Objects/Models

  1. Where insurance policy data is stored, which is typically the policy administration system. 
  2. Where customer record data is stored, which is typically a system of record (SOR).
  3. Where policy data is stored if the policy is purchased through an agency. 

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