Make Payment - Insurance

By using the Make Payment Microjourney™ in Pega Customer Service™ for Insurance, customers can make a payment on one or more of their policies from a self-service or assisted channel.

Multiple self-service channels help lower an insurance company's operating costs. Accepting payment on multiple policies during one assisted interaction helps to reduce the customer service representative (CSR) average handle time (AHT).

The Make Payment Microjourney is available in self-service and assisted channels.

Web self-service example: Customer interacts with chatbot to pay the bill that is due 

Web Self-Service

To save time and increase convenience, customers can make online payments using the self-service chatbot. While making an online payment only takes a few seconds, customers also have the option to enroll in the autopay program to make future payments effortless.

  1. Customer gets prompted to make payment when visiting the self-service website.
  2. Customer makes a payment by interacting with the chatbot. 
  3. Customer can optionally enroll in autopay for future payments.

Assisted Service

A customer requires assistance with making an online payment. A CSR can easily manage the online payment process.

  1. The CSR asks the customer to identify the policy or policies to which the payment will be applied.
  2. The CSR selects the payment amount, either the amount due or the entire premium balance. 
  3. The CSR can quickly enroll the customer in autopay, starting with the next billing cycle.

Assisted service example: The CSR helps the customer pay the current amount due and optionally enroll in autopay for future payments. 

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 making a payment on one or more policies.

Customer service representative

The representative who helps a customer by using assisted service channels to make a payment on one or more policies.

Stages and Steps

This Microjourney includes the following stages.

  1. Eligibility: CSR verifies the customer identity.
  2. Intake: The CSR asks the customer to identify the policy or polices to which the payment will be applied. Then, the CSR enter the payment amount (amount due or entire premium balance), and optionally enrolls the customer in autopay for future payments. The customer receives an intake notification if that feature is enabled.

  3. Process request: CSR submits the customer’s payment request on one or more policies for further processing.

  4. Resolve: CSR wraps up the task and the interaction. The customer receives a confirmation notification if that feature is enabled.

 

Personas

  1. Customer: Customer calls the contact center or logs in to a self-service website. By using the Web chatbot, the customer can make a payment for one or more policies in less than five minutes. 
  2. CSR: CSR supports customers making a payment on one or more policies, and recommends enrolling in autopay.
     
     

Data Objects

  1. Contact: Stores the customer record and is typically the system of record (SOR).
  2. Insurance Policy: Stores the insurance policy data and is typically an external policy administration system.

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