Deflect 40-50% of inbound calls to digital self-service for checking claims status. Insurance carriers commonly trigger this experience through their IVR systems (e.g., Genesys) and integrate this with their claims management system. This can also be embedded into an existing mobile app. One of the largest mutual life insurance providers in the world (Fortune 500) reduced call hold times from 1 hour to 2.5 minutes by automating claim status checks.
In this experience, look for:
- Claims number lookup to check status
- Self-service appointment scheduling with an adjuster when appropriate during the claims process
- Ability to download calendar invite for scheduled appointment
- Opt in to SMS messaging to confirm submission, provide status updates, and more
How it works
Airkit for Life Insurance Carriers
Increase revenue, lower cost to serve, get to market 40x faster, and improve customer satisfaction by digitizing the last mile of customer interactions.
Airkit for Property and Casualty Insurance
Reduce operating costs and increase claims process transparency for customers with end-to-end digitization.
MetLife and Airkit: Enhancing the Customer Experience through Digital Implementation
How Airkit enabled the insurer to iterate on its experience based on customer feedback quickly and efficiently.