Covid-19 is forcing our industry to rethink how insurers do business with their customers. In this blog series, I will focus on insurtechs in our partner community that are enabling the “new normal” of digital and online business.
Consumers send 4x more texts than emails on their personal cellphone every day1.
And 77% of consumers would prefer to use their native texting app on their phone to help keep messages organized and ensure that new messages are not missed or buried in other messaging apps. Insurers and consumers often exchange personal information such as financial information, health information, and social security numbers via text. This leaves messages vulnerable to outside parties accessing them and puts the consumer at risk for identity theft. Zipwhip’s Ready for Guidewire integration to ClaimCenter allows insurers to communicate with consumers though their preferred channel and with encryption technology keeping messages from being accessed by outsiders.
Who?
Zipwhip gives adjusters the ability to communicate with their customers via their most preferred method, texting. Using an existing landline, VoIP, or toll-free phone number, adjusters can send and receive texts through Zipwhip’s desktop app, web app, mobile app, or browser extension.
What is the value proposition?
Zipwhip enables 2-way texting between the adjuster and the consumer.
To begin a text conversation, the adjuster clicks on the “z” that appears beside every mobile number in the ClaimCenter file.
Zipwhip provides text templates, dynamic fields, and can automate text messages based upon events triggered in ClaimCenter like when a payment is made or when a claim is closed.
The conversation history is saved within the claim file notes.
Claim adjusters can securely exchange images and other relevant information with customers from their personal mobile devices. In addition, all incoming texts to the adjuster will be instantly recognizable with the customer’s name and claim number, giving the adjuster the necessary context of the conversation. Because Zipwhip uses existing office phone numbers, adjusters will not need to give their personal mobile phone number to customers, and customers will be able to text the number they already call.
What is the opportunity?
With texting integrated to ClaimCenter, insurers can cut down on phone tag and lengthy email exchanges by texting customers important information like images, appointment reminders, status updates and next steps.
83% of consumers respond to text messages within 30 minutes compared to hours and days with emails and phone calls. Improved response time accelerates the claim process and results in improved service, consumer satisfaction and reduced costs through earlier claim closure.
Claim supervisors get better team oversight. When adjusters text through a medium that is not controlled by the company, management gives up control over conversations. Zipwhip integrated to ClaimCenter provides supervisors with visibility into these conversations.
With Covid-19, claimants are uncertain how to proceed in this new normal where claim processing is proceeding without human contact. Injured claimants aren’t going to medical treatments, vehicles aren’t being driven into drive-in centers for estimates, etc. Consumers need reassurance and direction from their insurer and Zipwhip integrated to Guidewire allows the insurer to stay connected with the claimant and provide much needed direction and reassurance in uncertain times.
Want more detail?
Click on the video below to watch the integration between ClaimCenter and Zipwhip in action!
1 All statistics cited in this Smart Approach Blog are published in Zipwhip’s State of Texting 2020 Report.