THE CLIENT
Fortune 500, Multi-Line Insurer
THE BUSINESS OBJECTIVE
Digital experience continues to be a driving force for change across the insurance industry. Our client recognized the need for robust self-service capabilities to meet customer expectations but also wanted to preserve the agent’s role as trusted advisor. They needed a digital platform capable of meeting the changing needs and increased demands of agents and policyholders while also enabling advanced sales and marketing solutions.
Policyholders –
Provide anytime, anywhere service options and offer online policy viewing and changes; comprehensive access to policy documents; paperless billing with improved and expanded electronic payment options; and FNOL reporting and real-time claim status— all while keeping the agent notified of policy updates
Agents –
Empower agents to create meaningful business relationships with new and existing policyholders, while giving customers increased transparency and control through a combination of in-person and online service offerings.
X by 2 was tasked with developing and executing a comprehensive digital experience transformation strategy and roadmap that would guide the client on their journey toward a digital future.
BUSINESS IMPACT

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increase in online accounts with projected 3% growth per month.

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opted into paperless billing in first six months. Projected to double after one year.

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below initial budget projections for key capabilities delivered.

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hours saved on a subsequent core system modernization effort.

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THE WORK

X by 2 delivered a comprehensive strategy and roadmap that became the north star for our client’s digital transformation journey. The strategy encompassed people, process and technology, enabling the implementation of a modern digital solution for improved and enhanced policyholder and agent experiences, services, and relationships.

Data Gathering

  • Conducted in-person sessions with key stakeholders, including executive and operational leadership, core and back-office business departments, agents, customers and IT to determine current state of the organization.

Analysis

  • Identified 87 desired capabilities and 40 self-service capabilities to implement
  • Researched and assessed market best practices to validate desired capabilities and identify any barriers to success
  • Presented leadership and project team with alternate ideas and solutions

Future State Vision

  • Developed a capability-driven model for online services including policy information, billing and payment and document access.
  • Provided target architecture from business, functional and technical perspectives
  • Created roadmap for strategy execution and implementation.

Implementation

  • Successfully delivered robust servicing capabilities on time and under budget
CAPABILITIES DELIVERED
  • Enhanced agent locator
  • Online quoting
  • Account/policy view and modifications
  • Online claims submission
  • Real-time claims status
  • Paperless billing and online payment
  • Account billing options
  • Document access
  • Payment capabilities for agent
  • Branded agent profiles
Case Study Startups
CONTACT US

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For over 20 years, X by 2 has helped insurers turn disruption into opportunity and meet the demands of today’s digital consumer. Through cutting edge technology, advanced data analytics and human-centric design, we lead insurers into the future.

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