OpenMarket – May 13, 2020
We’re always excited to see the innovative ways brands in different industries are working with mobile messaging.
Insurance is a great example, with unique opportunities to build great CX with SMS, MMS and rich messaging.
To give you a quick overview, we put together our list of the top mobile messaging use cases for insurance CX.
- Underwriting process alerts
The underwriting process can be daunting – full of long, complex forms and legal jargon. Replace all that with a simple, conversational, message-based approach and see what it does to your completion rates.
- Premium payment reminders
Lapsed policies are bad news for everyone. So cut down on missed payments with handy payment reminders sent via SMS. These can be branded, rich messages – so your customers trust it’s you.
- Payment confirmation
Don’t stop at payment reminders. Your customers like to know when payments (especially larger ones) have reached their destination safely. Let them know with a text message.
- User authentication
If a customer needs to prove they’re who they say they are, or they need a quick password re-set, SMS is a great way to send one-time passwords for two-factor authentication. It’ll cut the burden on your call center, too.
- Claims submission
Like the underwriting process, claims can be hard to navigate. But when your customers can make a claim via text, and receive information and alerts along the way, they’re much more likely to get through the process successfully.
- Sending pictures of damages
With MMS and rich messaging, you give your customers the power to share multimedia messages. Perfect for those times when they need to let you know about damages – a quick snap with their phone camera and they can share the evidence.
- Post-claim updates
Don’t leave customers in the dark after they file a claim. Keep them informed on the status of their claim with regular updates, and remind them when they need to act.
- Feedback surveys
After a customer engagement, reach out immediately with an SMS feedback request while the experience is fresh in their mind – and address any negative experiences before they escalate to become complaints or bad reviews.
- Updating personal details
After a claim (or at any time) a customer might need to update their personal information or preferences. Make this as easy as possible with proactive text alerts and links to a simple web page.
- Promotions and discounts
SMS is a great channel for sharing sales and marketing offers. For example, if you have a customer with home and vehicle insurance, you can let them know about your combined home-car-life policy. And you can reward long-term policyholders with a text offering preferential renewal rates as a thank you for their loyalty.
Those are ten of our favourite messaging use cases for insurance. But there are more where they came from.
To discover more, and to learn how to create empathetic insurance experiences with mobile messaging, read our guide: Transform insurance CX with mobile messaging.