InfoSlips helps insurers to drive self-service adoption

Business Edge presents InfoSlips, a self-service solution that helps insurers to streamline their relationships and interactions with their brokers and policyholders.

The solution, underpinned by the proven InfoSlip technology, empowers brokers and policyholders to instantly view their policy information at their convenience, initiate a query via email with a single click of the mouse, and access online information through an Infoslip that arrives in their inbox.

"InfoSlips is a good solution for insurers who want to encourage their brokers and customers to use self-service rather than picking up the phone and calling the contact centre," says Karen Malkin, Director: Insurance at Business Edge. "From the end-user's perspective, InfoSlips are simple to use and offer an intuitive and non-threatening introduction to self-service – requiring only a basic level of email literacy from the user. The end-user can access most information and functionality with a single mouse click."

The InfoSlips solution allows insurers to deliver a range of documents and information directly to clients' or brokers' inboxes, including rich, interactive functionality such as personalised graphs and marketing messages. The user has 24 hour access to this information, helping to reduce routine support calls to the contact centre.

Business Edge combines in-depth knowledge of the insurance sector with proven InfoSlips technology to deliver solutions that enhance customer service for intermediaries and policyholders.

For intermediaries, the insurer can push business critical information to the broker community, including commission statements, loss ratio reports and claims reports. Insurers can also push information on new product releases, such as product manuals, in a wide range of formats including PDF, Excel and Word documents, using one communication mechanism.

For policy holders, insurers can e-mail policy schedules, policy wordings and claim settlement details through to the policyholders, who are able to store this information for secure viewing offline. Policyholders no longer have to connect to an insurer's website and search for required information. They simply click on the link in the InfoSlip and are taken directly to where they need to be.

InfoSlips also features integrated SMS facilities that allow the insurer to SMS a policyholder or intermediary when a specific event takes place. For example, a policyholder can be notified that a claim has been paid and then view details of the claim in a waiting e-mail. Similarly, an intermediary can receive an SMS when commission is paid and view the supporting documentation in an InfoSlip.

InfoSlips is secure. It does away with multiple passwords, allowing password changes without connection to a server and enabling users to assist themselves in cases of lost passwords. The solution is also compliant with South African laws governing electronic communications.

"InfoSlips offers significant cost-savings by allowing insurers to drive down postage and paper costs by using email instead as a communications channel, and by deflecting calls from the call centre," says Malkin. "It also helps to boost customer satisfaction and loyalty by allowing clients to help themselves at their convenience rather than needing to phone the centre to get claim or policy information."