Pega Customer Service for Insurance Microjourneys
Short descriptions of the Pega Customer Service for Insurance Microjourneys™ are provided with links to add additional details
Change Policy Address
The Change Policy Address Microjourney provides insurance policyholders with the ability to easily update an address online or through a customer service representative. This Microjourney enables insurance companies to manage retention risk by providing information about the premium change, if any, to the customer who is changing an address. Additionally, it allows customers and companies to manage updates to multiple policies with one interaction.
For more details about this Microjourney, see Change Policy Address.
Personal Auto Claim - FNOL
The Personal Auto Claim - FNOL Microjourney provides insurance policyholders with the ability to easily file a Personal Auto Claim, also known as the Fi rst Notice of Loss (FNOL), within seconds of an incident occurring. This Microjourney reduces the time it takes to file a claim by using geolocation, time and date, and a mobile device's photo library or camera. A fast and easy claim process increases Net Promoter Score (NPS). This Microjourney also uses the Pega email bot capability to save the insurance carrier thousands of hours of processing time.
For more details about this Microjourney, see Personal Auto Claim.
Personal Auto Claim - Status Inquiry
By using the Personal Auto Claim Status Inquiry Microjourney, customers can subscribe to or unsubscribe from notifications from a self-service channel and receive an e-mail or SMS on the status of their claims. This drives adoption of Digital-Fi rst (self-service) Channels to handle low- complexity inquiries, eases service volume, and helps reduce implementation costs and timelines, both internally and externally. This Microjourney demonstrates how Pega Customer Service for Insurance cuts costs and streamlines service.
For more details about this Microjourney, see Personal Auto Claim Status Inquiry.
Make Payment
By using the Make Payment Microjourney, customers can make a payment on one or more of their policies from a self-service or assisted channel. Making payment on multiple policies through self-service channels help lower an insurance company's operating costs. Accepting payment on multiple policies during one assisted interaction helps to reduce the CSR’s average handle time (AHT).
For more details about this Microjourney, see Make Payment - Insurance.
Change Beneficiary
This Microjourney assists a policyholder with beneficiary changes on a li f e 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 more details about this Microjourney, see Change Beneficiary 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 more details about this Microjourney, see Surrender Policy 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 more details about this Microjourney, see Policy Loan 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 such that the claim data is passed through an API to the Pega Claims for Insurance application or any other external claims system with which the application is integrated, and where the claim is adjudicated and settled.
For more details about this Microjourney, 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 more details about this Microjourney, see Policy Inquiry Microjourney.
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