Customer Service

Customer service in the insurance industry is critical to long term success for carriers, reinsurers, agents, brokers, MGA’s , TPA’s and other service provides. Today the policyholder expects prompt service and a seamless approach to servicing their needs. Transaction workflows touching all these entities need to be cost effective and efficient without mitigating the policyholder’s required high level of service.

ScerIS focuses on customer service beyond the traditional dedicated department, and approaches it from a view that encompasses all business processes across multiple organizations that impact customer satisfaction and long term relationships. The optimized working environment we can help you create will ensure:

  • speed without sacrificing security,
  • accuracy without sacrificing resources, and
  • excellent communication with customers and stakeholders.

Your customers are your top priority and their perspective is paramount. Their concerns are your concerns and immediate access to information regardless of source will enable excellent customer service experiences. It is essential to not just meet the customer’s needs, but to surpass their expectations.

Representatives of your organization may receive phone calls from customers with inquiries about policy information, loss settlement status, certificates of insurance or other questions. These customers may be the policyholder, reinsurer, agent, broker, third party administrator, managing general agent or other service provider. Having the information your customers need available immediately in a form that promotes prompt and clear communication between your employees and your customers is far preferable to time delays caused by searching for filed copies of documents, seeing information in a different format than the customer is seeing it, or repeated callbacks to resolve open items. 

Immediate access enables your employees to:

  • better serve the customer,
  • minimize call backs, and
  • minimize disruptions.

ScerIS creates an atmosphere of partnership with your organization by working hand in hand to discover the ideal improvements to your existing processes in order for you to provide the best service to all your customers.

 

Examples of Common Opportunities:

Premium Collection

The process of collecting and storing customer inquiries about receipt of payment, resolution of premium credits, premium by location, premium taxes, or payment processing status can be dramatically improved by ScerIS applications. Having a repository of all customer documentation and information enables easy access to vital information in dealing with customers concerning payment issues. The faster you are able to help a customer and the more informative you are, the better the customer experience. Utilizing the ScerIS repository to look up customer checks, premium invoices and policy materials is effortless and streamlines your customer service process. 

Premium Payment History

ScerIS provides instant access to customer information including: payment history, payment details, open invoices, and various supporting documents including policy endorsements and location premium allocations. With this information at your fingertips, you can immediately respond to customer concerns and resolve any open invoice discrepancies immediately. The faster issues involving payments with customers are resolved, the faster money arrives at the bank.

Claims Payment Status

Claims handling and payment are critical to maintaining a high level of customer service. ScerIS provides instant access to claims information including loss status, payment history, claims adjuster documentation, customer correspondence as well as expected settlement date. Increasing response time with claims payment information leads to increased customer satisfaction.

Reinsurance Activity

The ability to respond quickly to the latest activity and results is critical to maintaining the relationship between a carrier and reinsurance company. ScerIS provides immediate access to the latest loss activity, reinsurance contracts, bordereaux reports, and pending reinsurance settlements. Designated employees can access and share this information to provide a stronger relationship between insurance carrier and reinsurer.

New Business

To obtain more information about a product or service, prospective customers often research multiple companies, looking through various collaterals and promotional materials. ScerIS enables representatives to access a complete repository of information including brochures, catalogs, sales information, pricing, and anything your organization has the foresight to provide. Collaterals or images can be accessed immediately and provided to the customer instantly over email without postage, wait time, or error. If the customer contact is via the phone, the customer can confirm receipt of information and the representative could lead an inquiry to a closed deal.

Sceris also can provide the solutions to allow for easier and more direct access to application and initial service requests for new customers. This ready access provides a competitive advantage in closing new business opportunities with agents, brokers and policyholders.

 

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