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CLIENT CASE STUDY

Asian insurer: Business process digitalization for customer self-service insurance platform

Overview

Accenture helps develop and implement business process digitalization underlying a strategic new customer insurance platform

An Asian subsidiary of a large international insurance firm had created multiple consumer-facing insurance platforms in the past, bringing challenges in providing a consistent customer experience and maintaining a single source of truth. Accenture was selected as digital transformation partner to help design and launch a single customer self-service platform.

The team helped the insurer take a customer-centric approach in redesigning the experience and requirements for a new customer self-service portal, matching customer and business insights to develop the best approach to redesign. Accenture helped digitize business processes, leading to the digitalization of information and enabling service delivery to be led by analytics. As the first fully paperless system for insurance application, automation of medical underwriting, and digitalization of corporate contracts in the national life insurance industry, the service provided an important step for this insurer.

Opportunity

The business had created multiple consumer-facing insurance platforms in the past, bringing challenges in providing a consistent customer experience and maintaining a single source of truth. Accenture was selected as digital transformation partner to help design and launch a single customer self-service platform for insurance. The long-term strategic context of the new platform is the development of a 360-degree customer view with self-service, omni-channel delivery, and paperless automation as cornerstones.

Solution

Accenture had served as a digital transformation partner in developing a precursor application based on new architecture, and leveraged that experience to assist with the next stage. The team helped the insurer take a customer-centric approach to redesigning the experience and requirements for a new customer self-service portal, matching customer and business insights to develop the best approach to redesign.

Results

Accenture helped the insurer digitize business processes, leading to the digitalization of information and enabling service delivery to be led by analytics. Within six months of the introduction of the paperless and cashless processes, the rate of input error was reduced from 33 percent to five percent, and the lead time from application to issue of the securities dropped from 12 to four days.

" The rate of input error was reduced from 33% to 5%, and lead time from application to issue of the securities dropped from 12 to 4 days."


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