Insurance
Being there when customers need you most.
There was a time when shopping for home, auto, and life insurance was relegated to finding a broker who did all the leg work and presented a series of options, case closed.
Insurance has changed. Nowadays, you can get quotes, buy coverage, or file claims digitally with the touch of a finger. This has set a high bar for customers, who now demand instant accessibility and convenience across all touchpoints.
When customers require personalized advice or have a complex claim, they need to know they can contact support agents on their terms, through a variety of channels. This is where we come in.
We provide personalization and care that builds trust and loyalty. After all, more than half of insurance customers now refer to themselves as relationship buyers, and we are relationship builders who can guide customers through what can often be stressful, uncertain times.
How we help
The challenge for today’s insurers is designing customer experiences that meet the need for efficiency and greater cost management, while still delivering exceptional service. Our proven experience in the insurance industry makes us a reliable and trusted partner for secure, cost-effective customer experience management.
Combining the Best of Digital & Live Support
Insurers who want to remain competitive need to offer both digital and live agent experiences that combine a sales and service approach, to offer your customers ultimate convenience.
Our CX architects can help digitize those touchpoints that encourage self-service, helping you manage call volumes and wait times, while reserving live agents for more complex interactions that require the human touch.
Personalized Experiences
Most insurance shoppers want to feel as if products and recommendations are tailored to them, and over 50% of policyholders would like to know more about how to reduce their risk of loss.
Our U.S. network gives you access to Licensed Property & Casualty Sales agents and Non-Licensed Customer Service agents who have the skills and experience to give your customers personalized advice and to position relevant offerings that enhance customer satisfaction.
Efficient Claims Processing
Many policyholders find the claims process too slow, citing a lack of accessibility or accuracy when it comes to claims management.
We can help you speed up the settlement process, from First Notice of Loss (FNOL) processing to gathering supporting documentation, using technology to minimize errors and hasten resolutions.
More importantly, you will have access to cost-effective support services staffed by skilled professionals who can answer questions and help guide customers. Many of our trained specialists also have extensive adjudication experience that can help you detect fraudulent claims.
Data Insights and Protection
The Insurance industry runs on data. Historical knowledge and real-time inputs help you tailor customer care and identify selling opportunities.
Our itelligence analytical platform uses advanced AI to collect key data and summarize findings in an easy-to-read dashboard, revealing valuable customer insights that can streamline processes, guide new strategies, or identify new revenue streams.
We also safeguard your data using the latest AI-enabled threat detection software, to not only ensure compliance with all industry regulations, but to also keep us ahead of the game in cybersecurity.
We Are Relationship Builders
Our team is a powerhouse of expertise and vision. Guided by our 4Ys values, we are a cohesive and spirited collective, where leaders are devoted to building deeper relationships with our employees, our clients, and their customers. It’s a win-win that leads to exceptional CX.
Case Studies
itel's Flexible CX Saves an Insurance Agency $200K per Year
