{"id":49504,"date":"2021-10-05T04:00:24","date_gmt":"2021-10-05T11:00:24","guid":{"rendered":"\/us\/en\/blog\/?p=49504"},"modified":"2025-11-21T13:18:17","modified_gmt":"2025-11-21T21:18:17","slug":"3-requirements-for-excellent-pc-digital-experience","status":"publish","type":"post","link":"\/us\/en\/blog\/3-requirements-for-excellent-pc-digital-experience\/","title":{"rendered":"3 requirements for excellent P&#038;C digital experience"},"content":{"rendered":"<p><b>Highlights:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The P&amp;C policyholder experience is undergoing a digital transformation<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Evolving technologies serve as the underpinning to improve the digital policyholder experience<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cloud communications platforms improve the digital experience by enabling engagement, speeding up processes, and providing personalized communications<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">P&amp;C insurance is experiencing a major shift toward providing an enhanced digital experience for policyholders. The reasons for this change boil down to two essential factors: the increased consumer demand for better digital experiences and the evolution of technologies that make such experiences possible.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"1384\" height=\"924\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/pc-insurers.png\" class=\"responsive-image\" alt=\"CLOUD ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t><\/span><b>CLOUD COMMUNICATIONS SELECTION GUIDE FOR P&amp;C INSURERS<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This guide explains what a cloud communications solution is and what you should look for when choosing one.<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Get guide now\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/netstorage.ringcentral.com\/documents\/cloud_communications_selection_guide_P_C_insurers.pdf\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Get guide now\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Get guide now<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Commenting on the acceleration of digital transformation in the financial services sector, a <\/span><a href=\"https:\/\/www.deloitte.com\/global\/en\/Industries\/financial-services\/perspectives\/gx-digital-banking-maturity-2020.html\"><span style=\"font-weight: 400;\">2020 Institute of International Finance and Deloitte report<\/span><\/a><span style=\"font-weight: 400;\"> observed: \u201cDigital transformation is no longer just a \u201cnice to have.\u201d Neither is it entirely about technology. For financial institutions (FIs), digital transformation is also about improving the customer experience, employee experience, and business economics. In other words, it\u2019s become essential.\u201d<\/span><\/p>\n<h2><b>Technologies that support policyholder digital experience<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The same report highlighted some of the technological prerequisites for providing an enhanced digital experience, as seen below:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49510\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/deloitte-chart.png\" alt=\"RingCentral for insurance\" width=\"930\" height=\"422\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(Source:<\/span><a href=\"https:\/\/www.deloitte.com\/global\/en\/Industries\/financial-services\/research\/realizing-the-digital-promise-key-enablers-for-digital-transformation.html\"><span style=\"font-weight: 400;\"> IIF and Deloitte, \u201cRealizing the Digital Promise: Key Enablers for Digital Transformation in Financial Services\u201d<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">In addition to these prerequisites, advances in insurance communications technology also play a vital role in digital experience for policyholders. P&amp;C insurers that have taken a modernized approach to communications enjoy the benefits and efficiencies of technologies such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Multi-contact claim centers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Digital policy engagement<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Video adjusters<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">IVR and self-service options<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Claim routing calls to proper agents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Policyholder text alerts<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Human-assist claim automation<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Global mobile agent phone services<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Biometrics for authentication<\/span><\/li>\n<\/ul>\n<h2><b>The new P&amp;C insurance policyholder journey<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">How do these communications technologies impact the policyholder journey? Let\u2019s examine them briefly by means of a typical\u00a0 policyholder\u2019s story.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sam wants a better rate for his car insurance. He uses his smartphone to compare rates from several insurers. As he narrows down his searches, he wants to talk with a human agent to be sure he understands what he has been reading. With <\/span><b>global mobile agent phone services<\/b><span style=\"font-weight: 400;\">, an agent can answer Sam\u2019s questions from anywhere in the world at any time. This makes Sam happy, as he does not have to wait for an answer to his inquiry.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sam purchases a policy from the helpful agent, handling the entire process via digital means. He uploads documentation for the insurer and then downloads a digital copy of his new policy, all made possible by <\/span><b>digital policy engagement tools<\/b><span style=\"font-weight: 400;\">. Sam thinks that this insurance policy purchase went more smoothly than any other purchase he has made lately. Once again, he\u2019s happy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Through the insurer\u2019s secure communications portal, Sam sets up <\/span><b>policyholder text alerts <\/b><span style=\"font-weight: 400;\">to be sure he gets any essential notifications from his insurer. When he has time to read all the fine print in his policy, he has a few questions. He calls the customer contact center and listens to the<\/span><b> interactive voice response system (IVR) <\/b><span style=\"font-weight: 400;\">and chooses a <\/span><b>self-service option<\/b><span style=\"font-weight: 400;\"> that answers his question right away. Based on the answer, he decides to increase his coverage a bit, which he is able to do digitally by paying the difference in the premium through a secure payment portal that uses <\/span><b>biometric authentication<\/b><span style=\"font-weight: 400;\"> to confirm his identity and keep his data safe.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A few months later, Sam unfortunately has an auto accident and needs to file a claim. Thanks to his insurer\u2019s <\/span><b>multi-contact claims center <\/b><span style=\"font-weight: 400;\">that accurately <\/span><b>routes claims calls to the proper agent<\/b><span style=\"font-weight: 400;\"> without delay, Sam is able to get the claims process started quickly and easily with <\/span><b>human-assist claims automation<\/b><span style=\"font-weight: 400;\">. He has a video of the damage to his vehicle, and he quickly uploads it to take advantage of the<\/span><b> video adjuster<\/b><span style=\"font-weight: 400;\"> services offered by the insurer. This speeds the claims process, meaning that Sam can get his vehicle repaired more quickly. Sam is a happy policyholder who has taken advantage of new technologies to enjoy a superior digital experience.<\/span><\/p>\n<h2><b>Improving the policyholder digital experience with the right cloud communications solution<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Choosing the right cloud communications solution enables P&amp;C insurers to provide the type of experiences today\u2019s policyholders want and expect.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Look for a cloud communications solution that includes:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Telephony<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chat<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">File sharing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Screen sharing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Fax<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Advanced call handling<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Contact center capabilities<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Global mobile agent phone services<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">SMS or text messaging<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Self-service options<\/span><\/li>\n<\/ul>\n<h2><b>Three ways cloud communications solutions meet the needs of today\u2019s policyholders<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Cloud communications solutions facilitate the kind of digital experiences policyholders want by:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enabling policyholder engagement through digital channels<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Speeding up client processes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Personalizing insurance<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49511\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/digital-channels.png\" alt=\"RingCentral for insurance\" width=\"930\" height=\"620\" \/><\/p>\n<h3><b>Enabling customer engagement through digital channels<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Financial services communications solutions enable customer engagement through digital channels. Instead of just being able to call their insurers, policyholders can open a live chat or start a video conference. Telephony is still an option for those who want it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Moreover, digital channels make it easy for policyholders and insurers to share and receive information. For example, during a live chat, a policyholder could upload a photo of the damage a storm did to their house, or the customer service representative could transmit the link to a digital form while discussing the policy over video.<\/span><\/p>\n<p><a href=\"https:\/\/www.emarketer.com\/content\/overall-customer-satisfaction-with-us-p-c-insurers-plateaus-due-basic-digital-experience\"><span style=\"font-weight: 400;\">Thirty-four percent of insurance policyholders<\/span><\/a><span style=\"font-weight: 400;\"> want to be able to choose the digital channel with which they communicate with insurers, so a financial services communications solution represents an investment toward reaching that goal.<\/span><\/p>\n<h3><b>Speeding up client processes<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">From the client&#8217;s perspective, insurance is time-consuming. It can take a while for the policy to go into effect. Then, if you have to file a claim, it could take weeks for the insurance company to even accept the claim (depending on the state a customer lives in,<\/span> <a href=\"https:\/\/www.insurance.com\/features\/how-quickly-must-my-insurance-company-pay-a-claim.aspx\"><span style=\"font-weight: 400;\">the insurer could have over a month<\/span><\/a><span style=\"font-weight: 400;\"> just to decide to reject or accept a claim).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When companies use<\/span> <a href=\"https:\/\/www.propertycasualty360.com\/2020\/08\/13\/the-true-cost-of-a-non-digital-pc-claims-process\/\"><span style=\"font-weight: 400;\">digital processes<\/span><\/a><span style=\"font-weight: 400;\"> to assess and settle claims, the process is 85 percent faster, and there\u2019s a 60 percent reduction in the number of touchpoints used by customers. Moreover, customers report a 15 percent increase in satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A financial services communications platform streamlines communications by making it faster and easier for insurance company employees to share information with policyholders and vice versa.<\/span><\/p>\n<h3><b>Personalizing insurance<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In J.D. Power\u2019s 2021 US Insurance Digital Experience Study,<\/span> <a href=\"https:\/\/www.emarketer.com\/content\/overall-customer-satisfaction-with-us-p-c-insurers-plateaus-due-basic-digital-experience\"><span style=\"font-weight: 400;\">42 percent of policyholders<\/span><\/a><span style=\"font-weight: 400;\"> reported that they chose an insurer based on its ability to provide personalized products and services. A financial services communications solution allows insurers to personalize their services in three ways:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A dedicated hotline for policyholders<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer service representative access to information about the policyholder<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Access to behavioral analytics that reveals important clues about the policyholder<\/span><\/li>\n<\/ul>\n<h4><b>A dedicated hotline for policyholders<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">A financial services communications solution has contact center functionality. You can leverage this functionality to offer more personalized insurance communications.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s what it would look like in practice. A policyholder calls to file a P&amp;C claim. The call will be routed directly to a customer service representative who\u2019s familiar with the file. That way, the policyholder feels that the insurance company cares about him and his needs.<\/span><\/p>\n<h4><b>Customer service representative access to information about the policyholder<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">When a customer service representative communicates with the policyholder through any channel, the interaction will be much smoother and effective if the representative has information about the customer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Financial services communications solutions integrate with systems of record such CRMs so the customer service representative understands a policyholder\u2019s situation and is able to solve the problem.<\/span><\/p>\n<h4><b>Access to behavioral analytics that reveals important clues about the policyholder<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">In addition to basic demographic information, insurers now have access to behavioral analytics that allow them a glimpse into the life of their policyholders. Armed with this additional layer of rich data, an insurer can offer product and service recommendations that are highly personalized to the policyholder.<\/span><\/p>\n<h2><b>Offer an excellent P&amp;C insurance experience with RingCentral\u2019s cloud communications platform<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s cloud communications platform enables policyholder engagement through digital channels, speeds up client processes, and personalizes insurance. To learn more,<\/span> <a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/business-communications-for-financial-services.html#insurance\"><span style=\"font-weight: 400;\">get a demo.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: The P&amp;C policyholder experience is undergoing a digital transformation Evolving technologies serve as the underpinning to improve the digital policyholder experience Cloud communications platforms improve the digital experience by enabling engagement, speeding up processes, and providing personalized communications P&amp;C insurance is experiencing a major shift toward providing an enhanced digital experience for policyholders. The &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49508,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18836],"tags":[7328,39617],"class_list":["post-49504","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-financial-services","tag-cloud-communications-platform","tag-insurance-communications"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 requirements for excellent P&amp;C digital experience | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"There are three requirements of an excellent P&amp;C insurance digital experience, and a cloud communications platform helps insurers meet them.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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