Many insurance organizations offer mobile applications for quotes, policy adjustments, product marketing, claims first notice of loss (FNOL), and claims status tracking. The channel is yet to see the success it deserves due to lack of a fully interactive experience. Many apps still operate on static data and menus as well as fail to meet customer expectations on the channel.
Goals and Objectives
Offer a highly personalized, simple, and contextual mobile experience (for example, based on the customer’s life events or geolocation). Provide instant access to relevant information and consistent marketing and service experiences across different kinds of mobile devices. Provide stronger authentication to alleviate security concerns. Deliver self-centered engagement and delivery models that might appeal to the youngest generations better (e.g., Millennials, Gen Z).
Biometric customer authentication
Use Case Summary
Complement existing touchpoints such as online or call center with a customer-centric mobile channel that will help meet customer expectations to engage with insurance organizations through their channel of choice. Explore digital channels to effectively broaden the direct-to-customer aspirations.