Digital transformation experts WNS have partnered with residential property data specialists WhenFresh to launch its new AI-driven omnichannel platform in the UK, enabling home insurers to deliver improved customer experience and reduced acquisition costs. The UK home insurance market has become highly commoditised, with insurers increasingly reliant on customer experience (CX) to differentiate their offerings. An insurer’s ability to make the customer’s ‘quote & buy’ journey as easy and painless as possible is often the key to winning and retaining customers, improving conversion rates and reducing acquisition costs.
The new WNS ‘HIFFI’ solution enables insurers to deliver a greatly improved customer experience by providing consumers with much faster, simpler home insurance quotes across a wide range of channels, including WhatsApp, Webchat, Mobile Apps and IVR (Interactive Voice Response).
To obtain an instant, accurate home insurance quote, the consumer need only provide basic personal details and the property address via their preferred channel – then all necessary property attribute and risk data is instantly fetched from the WhenFresh API ‘behind the scenes’ without further manual input. The consumer can then easily accept the quote, make payment and choose their policy delivery preferences within the platform. The whole process is much shorter and simpler than traditional, long-form insurance quotes, and the platform employs Artificial Intelligence (AI) to understand user intent and either resolve consumer queries or escalate to a live agent when needed.
Mark Cunningham, CEO & co-Founder of WhenFresh, adds;
“We’re delighted to be working with the WNS team and this is a perfect example of how digital transformation can be achieved by marrying cutting edge technologies and accurate data. WhenFresh property data already powers reduced question sets for many leading insurers, but the WNS HIFFI solution adds the extra dimension of working across so many different channels to make the process of obtaining home insurance simpler, faster and even more accessible than before.”
Whilst the customer only needs to provide a few basic contact details and the property address, HIFFI draws on over 30 property and risk attributes from WhenFresh via API, so the underwriting risk selection process is based on a comprehensive, robust dataset. HIFFI is also fully customisable and offers a simple API-based plug-and-play integration with leading tech and underwriting platforms.
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