Mobility initiatives like the ICICI Lombard ‘Insure’ App help increase workforce productivity and improve customer service
ICICI Lombard in India has been able to use its mobility initiative to integrate back-end systems with operational processes to drive up workforce productivity and improve customer service. In 2013, ICICI Lombard launched a mobile application called ‘Insure’ that allows motor insurance customers to buy or renew policies and report a claim by clicking and sending pictures of the damaged part using the camera phone.
When accidents occur, customers can take pictures and share those with the ICICI data center, where a surveyor assesses damage and decides whether to initiate a claim process or go for a closer inspection. Surveyors at ICICI are also given iPads which lets them pull up case details, take pictures, tag these to various categories, and complete the process remotely, increasing productivity of surveyors by 30-40%. The app also allows customers to locate their nearest cashless network garage and hospitals, which can come in handy if there is an accident or any other emergency.
Apart from claim initiation, customers can buy or renew a car insurance policy anytime. Customers can also track the status of a claim initiated in the past. In addition, customers can obtain details of all their insurance policies, which includes not just motor insurance but also health, home and travel insurance. For agents, there is a separate quick quote app, which connects to the back-end system and provides instant error-free premium amounts.
The ICICI Lombard app caters to the insurance needs of smart phone users. Whether a customer has a question regarding renewal of motor insurance, wants help to locate a hospital, file a claim, track a claim or any other insurance-based activity, this mobile app provides instant help..
The key benefits which ICICI Lombard achieved by developing this app are:
- Reduced response time during the claims process – The app has improved surveyors’ productivity by 30-40 percent. Prior to the app, a surveyor could survey about six cars a day, but now he can do much more.
- Increased workflow productivity – Most of the time surveyors can analyse and settle the claim remotely due to seamless access of case details and images leading to improved workflow productivity.
- Improved productivity and customer service – Agents can use the instant quote application and back-end systems to share error-free premium amounts instantly.
Mobile Apps have revolutionised the way customers interact and engage with service providers. Their easy-to-use interface, accessibility and productivity factor make them appealing, empowering and desirable. The speed with which mobile devices are proliferating, especially in Emerging Markets, indicates that the future of insurance is mobile. The key to success for insurers lies in making the user interface simple and easy to use and giving customers a reason for using / engaging with an app on a consistent basis.