What really counts: maintaining good relations with the policyholder

Personal customer service and a consistent customer experience are key competitive advantages in the insurance industry.

High pressure from competition, new markets

How insurance providers unleash their full potential

Increased transparency through comparison sites and heightened price sensitivity of private and business customers increase the competitive pressure in continuous existence.

At the same time, digital ecosystems are opening up new markets with innovative products and services. Customer service plays a central role. Policyholders often only get involved when they are dissatisfied. Personalised service and a seamless customer experience are becoming a key competitive advantage. Insurers need to optimise the entire customer journey – from initial consultation to claim.

Smooth interaction between face-to-face and digital channels strengthens customer service and improves support and claims services.

Did you know?

0 %

of customers are satisfied with the customer service in the insurance sector.

0 %

A customer service department that does not respond or does not offer appropriate assistance was a reason to change providers for more than three quarters of those surveyed.

0 %

of customers therefore often see self-service as the top priority. They want to be able to quickly find the information they are looking for on the website and identify solutions themselves.

Source: it-finanzmagazin

novomind iAGENT

How novomind supports insurance companies in customer service

With us, all communication comes from a single source: novomind iAGENT maps the entire customer journey with a standardised, comprehensive contact history. Whether before, during or in the event of a complaint, novomind iAGENT collects all available information from all touchpoints and makes it available to service staff at a glance.

Service teams are relieved of their daily workload: novomind iAGENT Assist ensures optimum agent support and enables tickets to be processed individually. Intelligent, AI-based bots handle routine enquiries fully automatically.

How bots automate handling customer enquiries

Insurance companies often receive complex enquiries that combine different concerns – for example, claims reports that include questions about policy details. Many of these enquiries can be answered fully automatically via AI-based chat, email or voicebots:

Customer identification
Recording of business transactions
Damage report

How digitalisation is changing the insurance industry

Software as a Service

novomind offers pragmatic alternatives that insurance providers can quickly implement to expand their traditional IT landscape. This simplifies setup and operation, creates greater scalability and ensures demand-based billing and transparent costs.

Customer-focused processes for claims and coverage

Cloud-based customer portals and artificial intelligence can help to improve customer experiences when it comes to processes for claims and coverage, as well as to quickly and securely identify false claims and keep an eye on costs. Self-service or voicebots increase the level of automation in customer service and therefore its availability.

Digital health solutions

With attractive health apps and platforms from novomind, insurance companies can become health managers for their policyholders. These give a complete digital view of medical data and offer the opportunity to link specific additional services based on individual requirements. We also offer appropriate app support with novomind iAGENT.

Low code and RPA

Automating processes with low code and Robotic Process Automation (RPA) is becoming an increasing factor for success when it comes to end-to-end, efficient and powerful solutions.

How we overcome challenges in the insurance sector

A central platform

No more expensive stand-alone solutions for correspondence and telephone communication, but a uniform communication platform with tracking for the entire customer journey.

Multi-client capability

Enables, for example, email enquiries to the various risk bearers to be processed completely separately from each other via one system.

Secure hosting

novomind Cloud in Germany or on-premises operation at the customer’s premises.

GDPR-compliant

Both for SaaS from the novomind Cloud and for on-premises operation at the customer's premises.

Straightforward connection

An API-based ecosystem - easy connection for all relevant in-house systems in existence.

Extremely powerful

Even over 200,000 tickets per day are no problem for novomind iAGENT.

Omnichannel customer service

Seamless switching across all channels of communication.

Less stress for agents thanks to AI

A high degree of automation when it comes to classification and intent recognition.

Encrypted communication

Encrypted channels for chat and messenger communication.

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OCC

Further case studies

OCC

Further case studies

What do our customers say?

“Our ambition is to provide the best possible customer service. With the launch of novomind iAGENT, our call centre agents are able to respond more quickly to digital customer enquiries, and work in a way that’s more in line with our customers’ needs.”

Ahmad Idris

CEO, ADNIC

Whitepaper für Versicherer

Smart Insurance: Automated case management with AI

Success or failure? In the fiercely competitive insurance industry, customer service is increasingly the deciding factor. It is therefore important to pull out all the stops to optimise customer service performance and secure a decisive competitive advantage. Modern AI technology is crucial. Read our whitepaper to find out how you can take your customer service to the next level.

Available 24/7, 365 days a year

Omnichannel contact center software that wows both agents and customers.

Reaching customers where they like to be

Simple integration of messenger services like WhatsApp into your customer service and digital commerce.

Let’s get in touch

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