Is the day of the call centre slowly coming to an end? Maybe so, as more insurance brands look to provide apps and portals instead, so that policyholders can control their own cover, incept, renew or cancel, carry out MTAs, book extras online and add people or vehicles.
UK-based insurer and travel provider Saga has launched a new digital portal for its insurance business to better serve its customers. Sollers Consulting has supported the implementation of the new portal that allows customers to digitally self-serve their insurance policies.
As part of its transformation programme, the insurance provider Saga has launched a new customer portal. Saga customers can independently renew their policies, make policy changes, and manage their documents and financial arrangements without needing to call a contact centre.
“We congratulate Saga on its impressive success. The pandemic demonstrates how important user-friendly digital services have become. It has been a great pleasure to support Saga in its transformation effort,” comments Greg Podleśny, Partner at Sollers Consulting.
“We are delighted to offer our customers an improved digital service which will really make a difference. We recognise the strong desire for people to interact digitally with their service providers, and the portal will allow more of our customers to use their channel of choice,” comments Leanne Brown, Operations Director at Saga.
Saga specialises in service for the over 50s and the user experience of the new portal has been designed with their needs in mind. It will make digital self-service a highly attractive service channel. The portal has been created using a mobile-first approach to reflect the ever-increasing use of mobile devices in customers’ everyday lives. The new portal is based on the technology of Guidewire CustomerEngage and initially focuses on Motor insurance. Home insurance is planned for launch in the near future.
“In spite of the challenging circumstances caused by the pandemic our teams managed to deliver great results. I am deeply grateful to the 20 people who managed to launch the new portal under a remote project set-up. This has been a significant step in the Saga’s digital transformation journey. We are looking forward to supporting Saga on this path,” comments Podleśny.
“The team have worked exceptionally hard, with excellent remote collaboration between Saga and Sollers throughout the development. The portal delivers simple interactions and an easy experience for our customers, and we’ve seen our first successful transactions come through with positive feedback reported by our webchat team,” comments Brown.