Industry: Insurance
Low-risk, high-value insurance industry solutions
Elevating, expediting, and personalizing the insurance policyholder and broker experience
Our areas of expertise
Property and casualty
Create a new digital customer experience that is human-centered and easy to navigate
Life
Help drive new policy quotes and conversions with data-driven marketing efforts
Health
Manage your entire member lifecycle from choosing a plan, enrollment, claims management, to care management
Workers’ compensation
Help control costs by leveraging registered nurses and coders to review medical bills for accuracy
Solutions for every stage of the customer lifecycle
Engage
Business problems
Design a digital CX and journey that is human
Solutions
- Customer journey mapping and design workshops
- Data + analytics
Business problems
New policy quotes and conversion
Solutions
- Campaign management
- Data + analytics
Business problems
Brand awareness
Solutions
- Digital experience
Business problems
Brand reputation
Solutions
Buy
Business problems
Open enrollment
Solutions
- Sales professionals
- Digital experience
- Data + analytics
Business problems
Life, property, casualty policy applications
Solutions
- Sales professionals
- Intelligent automation
- Data + analytics
Business problems
Cross-sell and upselling umbrella policies
Solutions
- Sales professionals
- Data + analytics
Business problems
Document management, application, and file processing
Solutions
Bill
Business problems
Bill payment and reimbursements
Solutions
- Billing specialists
- Digital experience
- Intelligent automation
Business problems
Bill collections and payment plans
Solutions
- Collections professionals
Business problems
Payment integrity
Solutions
- Payment integrity specialists
- Data + analytics
Business problems
Bill generation and dispatch
Solutions
Care
Business problems
New account and customer onboarding
Solutions
- Customer care ambassadors
- Digital experience
Business problems
Policy servicing, eligibility, and benefits
Solutions
- Customer care ambassadors
- Digital experience
- Data + analytics
- Intelligent automation
Business problems
Policy deductibles and proof of insurance
Solutions
- Customer care ambassadors
- Digital experience
- Data + analytics
- Intelligent automation
Business problems
Claims management
Solutions
- Customer care ambassadors
- Digital experience
- Data + analytics
- Intelligent automation
Business problems
Account management and help desk
Solutions
- Tech support specialists
- Digital experience
- Data + analytics
- Intelligent automation
Repair
Business problems
Fraud, waste, and abuse detection
Solutions
- Fraud, waste, and abuse
- Data + analytics
Retain
Business problems
Policy cancellations retention
Solutions
- Retention professionals
- Data + analytics
Business problems
Policy renewals
Solutions
- Digital experience
- Data + analytics
Business problems
Online reputation and reviews management
Solutions
Business problems
CSAT and NPS® surveys
Solutions
- Data + analytics
- Digital experience
Insurance thought leadership and resources
The journey to resilience: Trust, promises, and the importance of the customer experience (CX) in insurance
The raison d’être for most insurance organizations is to enable their customers to prevent, prepare for, and recover from uncertainties and threats to their safety, property, assets, and health. The irony is that the insurance companies themselves are facing incredible uncertainty.
Like many industries, the insurance industry is susceptible to and struggling to address customer cost sensitivity, privacy and security, regulatory changes, legacy IT systems, disruptive niche competitors, and changing workforce and gig economy issues. An increasing number of natural disaster and force majeure events due to climate change also keeps insurers on their toes!
One of insurers’ biggest challenges is the digital transformation they face as they move from a primarily insurance broker driven (B2B) operational model to more of a direct-to-consumer (B2C) model. Embracing the B2C model involves a more robust, refined, and engaging online presence, whether that involves more engaging social media management, multichannel contact centers, ecommerce and self-serve websites, digital marketing campaigns, or mobile apps. HGS can has assisted many companies with this type of digital transformation, and we’re here to help.
Maximizing value with
RPA Innovation
for claims processing
Using automation to help make our agents more efficient. HGS reduced AHT by 120 seconds – saving over $700K per year for our insurance clients.
Industry-related case studies
