Most Insurers have significant investment in their core platform with customer interaction handle via call centres and call centre staff. Shifting customer interaction to web and mobile offers customers 24/7 self service interaction, allows for faster processing, presents more content to customers and reduces the significant call centre costs.

Home Insurance Interaction Model

Quote & Buy		A key strategic asset is the ability of insurers to apply their own risk and product models. Whilst core insurance platforms offer Quote & Buy solutions insurers often use third party solutions which offer greater flexibility to apply their models. Leveraging lowcode platforms insurers can rapidly deploy bespoke customer self serve risk and product model interfaces to customers. A bespoke solution built on lowcode is often lower cost than third party solutions.
Registering Covered Items		During First Notice of Loss(FNOL) the capture of contents type and value leads to longer agent call times and customer frustration. It is hoped that customers would regularly update contents records against the policy, but process frictions and limited incentives often mean records aren't kept up to date. By deploying a mobile application, customers can easily capture images and receipts at point of purchase and delivery. Davies March can help insurers to build and deploy these applications integrating real time with core insurance platforms and leveraging account identity systems to authenticate customers.
First Notice of Loss (FNOL)		Enabling customers to raise claims online is a key driver in significantly reducing claim agent costs and improving customer satisfaction. Deploying Web and Mobile applications with self service FNOL features allows customers to make a claim 24/7, capture images and videos of damage in format that supports the FNOL process and provides a point of entry for automated claim decisioning. Davies March can help insurers to build and deploy these applications integrating real time with core insurance platforms and leveraging account identity systems to authenticate customers.
Resolution Tracking		A key market advantage is providing customers with web and/or mobile access to up to date progress on their claim resolution. This drives customer satisfaction as they feel in control and informed on progress, removes inbound enquiry calls to claims agents and reduces subsequent claims agent follow up calls to partners managing aspects of resolution on behalf of the insurer. Even if the insurer doesn't have real or near realtime integration with resolution partner platforms Davies March can help develop and deploy a resolution tracking application that integrates with core insurance platform, Resolution Coordination solution and resoluton partners as well as account identity systems for customer authentication.
Policy Renewal		As part of a customer facing digital self serve experience offering a policy renewal interface adds to the overall 'stickyness' of an insurers customer experience. As well as providing interfaces for customers to self serve adding and modifying product options.
Resolution Coordination		Home Policies cover a diverse range of perils that have a wide range of resolutions. A number of resolutions require the coordination of multiple suppliers and partners which can also require issuing completion certificates before the next supplier starts their activity. This is further complicated by some partners having platforms to track their part of the resolution and other partners not. A resolution coordination therefore also needs to provide integration with partner platforms as well as data entry and management interfaces for those that don't.