Solving the issue with customer data collection in insurance
For too long, data collection in insurance has been a manual and paper-based process.
To kickstart any core process such as purchasing new policies or claims, data must be gathered from customers. Customer data collection is usually done through data entry forms that require customers to fill in their details and other information related to the policy, which is then transferred to the insurer's system.
However, this process is often fraught with errors as data entry mistakes can occur, data can be lost or misplaced, and it can be a time-consuming task for both customers and staff.
This data entry process puts a lot of unnecessary stress on customers who want to get their insurance matters sorted out as quickly as possible.
This is no longer efficient or effective in the digital age.
The problems caused by manual customer data collection
Common methods of customer data collection in insurance, such as paper and PDF forms and phone calls, are no longer the most effective way to collect data for multiple reasons, which include:
Often, data is collected in different ways by different departments within an insurance company, which can lead to data silos. This makes it difficult to get a holistic view of the customer.
It's not uncommon for data to be incomplete when collected manually. This is because customers may forget to provide certain information, or they may not understand what is required. Missing signatures or details on data entry forms can lead to problems down the line, such as delays in processing claims or customers having to provide additional information later on.
The biggest issue is that data collected manually is often inaccurate. Mistakes happen both on the part of the customer and the data entry staff.
Manual data entry is slow and tedious. It can take days or even weeks to collect, verify, and cleanse data from paper forms or phone calls. This delay can cost insurance companies money and cause them to miss opportunities.
Manual data collection is reliant on data entry and call center staff. This can create a bottleneck in the process and make it difficult to scale.
Results in subpar customer experience
Customer experience also suffers as a result of manual data collection. Customers often must repeat their information multiple times and answer the same questions in different forms. This is frustrating and can lead to customer churn.
What are digital data intake journeys?
Digital data intake journeys are the solution to these problems. They allow insurance companies to collect data quickly, accurately, and at scale.
Digital data intake journeys are digital UIs that guide customers through the data collection process. They make it easy for customers to input their data and ensure that data is collected accurately.
Journeys can be tailored to the needs of each customer and can be personalized in real-time as customer data is collected. This results in a much better customer experience.
Digital data intake journeys are also scalable and can be easily integrated into existing systems. They can be used to collect data from any number of customers without the need for additional data entry staff.
What are the advantages of digital intake journeys?
There are several advantages of digital data intake journeys.
Omnichannel customer data collection
The journeys can be accessed on multiple channels and devices, making data collection convenient for customers. Digital data intake journeys can be integrated with multiple channels and pull data from additional sources such as CRM, core systems, online forms, chatbots, and voice assistants into a seamless customer profile.
Improved data accuracy
Digital data intake journeys help insurance companies collect accurate data by reducing entry errors. They also make it easy for customers to input their data by enabling pre-filled and auto-filled information, which reduces the chances of data being entered incorrectly.
Fast and efficient customer data collection
Digital data intake journeys are much faster and more efficient than manual data entry. They can be scaled quickly and easily to meet the needs of insurance companies.
Seamless customer experience
Digital data intake journeys improve customer experience by making it easy for customers to input their data. Customers are no longer required to repeat their information or answer the same questions in different forms. They can fill in forms, submit documents, and sign contracts electronically through a step-by-step guided process accessible on any device.
Digital data intake enables automation
Collecting data digitally also means that insurers can automate workflows downstream and utilize technologies such as artificial intelligence and machine learning to improve customer outcomes.
Challenges of transforming data intake
Despite advantages, some challenges need to be considered when transforming data intake.
Building digital data intake journeys can be complex and time-consuming, particularly if data needs to be collected from multiple sources.
Digital transformation is contingent on data quality. If data is inaccurate or incomplete, it can impact the customer experience and business outcomes.
It is also important to consider data security and privacy when collecting data digitally. Insurance companies need to have adequate data security measures in place to protect customer data.
Tips for digital data intake transformation
Transforming data intake can be a complex and time-consuming process. However, there are several things insurance companies can do to make their data intake transformation a success:
1) Define the business objectives for data intake transformation
2) Assess the current data intake landscape
3) Develop a roadmap for data intake transformation
4) Implement digital data entry solutions
5) Evaluate and continuously improve data intake processes
It is important to have a clear understanding of customer needs and data requirements before starting the digital data entry process.
- Journeys should be designed with the customer in mind, and data needs to be collected in a way that is convenient for them.
- It is also important to have the right technology and tools to support the digital data entry process.
- Building digital data entry also requires buy-in from all stakeholders, including IT, product, and marketing teams.
- Integrating digital data intake into existing systems can be challenging and may require the help of IT staff.
Digital data intake is the future
Digital data intake is the future of data collection for insurance companies. It’s accurate, efficient, and improves customer experience.
Digital data intake journeys can be used to collect data from customers at every stage of their insurance journey, from quote to claim. This allows insurance companies to build a complete picture of the customer, which can be used to improve customer service and reduce fraud.
The transition from manual to digital data entry can be complex, but the advantages of digital data entry make it a transformation worth undertaking.
No-code data entry solutions allow insurance companies to quickly and easily digitize data intake without requiring lengthy and expensive transformation projects. These solutions enable insurance companies to collect data from multiple sources, improve accuracy, automate workflows, and improve customer experience.