Customer Journey at
a Car Insurance Company

Objective: A car insurance company increases customer satisfaction by connecting with customers via multiple touchpoints.

Scenario
Setting up

Scenario

Customers who purchase car insurance often manage their claims and repair or replacement through brokers and third-party vendors. The customers have to communicate with these vendors and get updates on the claim settlement and car status on their own. The insurance firm has very little involvement with its customers at these stages which is challenging for maintaining a long-term engagement. The lack of communication and inconsistent liaison often leads to dissatisfaction.

The insurance firm needed a solution to stay connected with the customers throughout their journey and understand their behavior by connecting at various touchpoints.

Activity Diagram:

This is the pictorial representation of the policy purchase and claim management process.

Flow of event problem setting up

Purchase and premium payment: A customer purchases one of the policies and pays the annual premium. Agents send reminder emails and phone the customers to ensure they pay the premium before the due date.

Policy renewal: A month before the policy expiration date, the customer is reminded to renew. Sometimes, customers choose not to renew and they are churned out of the sales process.

Claims: When their car is damaged, the customer makes a claim with the broker, who passes on the information to the insurance firm and manages the necessary paperwork independently. The cash settlement and required formalities are completed by the broker. The broker then communicates the transaction details to the insurance firm, who update the customer data.

Replacement and repair: Complete vehicle replacement, part replacement, and repairs are managed by a third-party vendor who provides end-to-end services. Details about the transaction are communicated to the insurance firm who they update the customer data.

Problem?

Because claims and replacement activities are managed outside the firm, the insurers struggle to keep their customers informed of the current status of their funds and vehicles. Customers are often frustrated by their inability to find out:

When will they get their car back?
What has been replaced?
Did the replaced spare part come from the original parent company?
What is the final repair charge?

Let us see how CommandCenter can help answer these questions.

Overview Setting up

Setting up CommandCenter

CommandCenter provides a unique platform to combine all the touchpoints in a customer journey under one roof. This enables the company to monitor its customers' activities from the time of purchase to the claim settlement and completion of repairs or replacement.

They can communicate the status of the vehicle at every stage to the customers, ensuring consistent communication.

The states, transitions, and actions that are configured for the process are as follows:

State

The states that we will configure for customers who make a claim are: Policy Purchase > Claim Submission > Survey Assessment > Claim Approved > Fund Release > Repair/Replacement > Car Status > Complete.

Transition

A customer can only move to the Claim Submission state if they make a claim request. This is a mandatory condition that must be fulfilled in order to move to the next state.

Therefore, Claim Request will be a transition between the Policy Purchase and Claim Submission states. All transitions will be explained in the table below.

Actions in states and transitions

When a claim request is received, a claim request form is sent to the customer via email. This must occur automatically when the customer is in the Claim Submission state. Other automated actions could be sending an email or SMS or notifying vendors. All these actions will be explained in the table below.

Here is how the CommandCenter model of the process will look like.

**The numbers represent the states and the yellow colored boxes are the transitions.

Let us move on to the next section where we will discuss more on designing and implementing journeys.

1. Go to the CRM Setup > Process Management > CommandCenter.
2.
Click Create Journey and enter the following information:
- Journey name: Claim management.
- Description: Journey of the customer from policy purchase to claim settlement.
3. Click Proceed.
4. In the Journey Builder page, click Click to add State.
5. Create State: In Create State, enter the State Name, Description, and choose the module under Type.
6. Click Save.
You will be redirected to the journey builder page. You can either add an Action for the created state or click + Add State, to include the next state.
7.
Action for State: Click Actions tab for the state and select from of the following action types:
- Instant
- Scheduled
- Recurring
8. Click Save, to save the action.
9. Click + Add StateRepeat steps 5 to 8.
10. Create Transition: Click the + icon displayed between the two states, to add a Transition.
11.In the Transition info tab, enter the Transition name, Description, and Trigger on.
12. Click save.
13. Action for Transition: Click Actions tab, to add an action to the transition.
14. Click Conditions tab, to set the transition for selected records only.

The table below shows the states, transitions, and actions configured to build the Claim management journey.

Step A: When the first state is added, the CommandCenter model automatically sets Start as the default state.

Default State	Transition	State 1
Name: Start Automatic action: N/A	Name: Policy Chosen When it will be triggered: When a lead is converted to a contact.	Name: Policy Purchased

Default State

Transition

State 1

Name: Start

Automatic action: N/A

Name: Policy Chosen

When it will be triggered: When a lead is converted to a contact.

Name: Policy Purchased

Step B: Customer moves from state 1 (Policy Purchased) to state 2 (Claim Submission).

State 1	Transition	State 2
Name: Policy Purchased Automatic action (Instant action): An email notification is sent to the policy holder and insurance agent.	When it will be triggered: When a Claim Request field is marked as "Request received". * Considering that the field is manually updated by the agent upon receiving customer request. Automatic action: Email the claim requisition form to the customer.	Name: Claim Submission

Step C: Customer moves from state 2 (Claim Submission) to state 3 (Survey Complete).

State 2	Transition	State 3
Name: Claim Submission Automatic action (Instant action): None 1. Task assigned to the agent to phone the broker and inform about the receipt of claim request. 2. Update the Claim Status field to "Requested". 3. Send acknowledgment email and SMS to the customer.	Name:Survey Assessment When it will be triggered:When "claim request form" is received from customer. Automatic action: 1.Assign task to the agent to phone the broker and confirm survey dates. 2.Update Survey status to "Survey Assessment" in customer record. 3.SMS survey dates to the customer.	Name: Survey Complete

Step D: Customer moves from state 3 (Survey Complete) to state 4 (Claim Approved).

State 3	Transition	State 4
Name: Survey Complete Automatic action (Instant action): 1.Send completion notification to the customer. 2.Update Claim status field to "Survey Complete".	Name: Fund Confirmation When it will be triggered: When the survey is marked as "completed". Automatic action: 1.Assign task to the agent to check with the funds team and get release date. 2.Email and SMS the fund release date to the customer.	Name: Claim Approved

Step E: Customer moves from state 4 (Claim Approved) to state 5 (Fund Released).

State 4	Transition	State 5
Name: Claim Approved Automatic action (Instant action): 1.Email and SMS the claim approval to customer. 2.Update Claim status field to "Approved".	Name: Amount Confirmation When it will be triggered: When the funds team confirms the amount. Automatic action: Email the funds team to get the claim amount.	Name: Fund Released

Step F: Customer moves from state 5 (Fund Released) to state 6 (Repair).

State 5	Transition	State 6
Name: Fund Released Automatic action (Instant action): 1.Update the claim amount in the customer database. 2.Email the claim amount to the customer. 3.Update car status to "Repair/Replacement".	Name:Repair/Replacement When it will be triggered: When the car status is updated to "Repair/Replacement". Automatic action: Send email notification to the vendor with car details.	Name: Car Status

Step G: Customer moves from state 6 (Car Status) to state 7 (Complete).

State 6	Transition	State 7
Name: Car Status Automatic action (Instant and scheduled action): 1.Update repair status to "Work in Progress". 2.Assign task to the agent to phone the vendor 3 days after the status is changed to "work in progress", and get the details. 3.Assign task to the agent to get invoice, if an extra cost is incurred in repair/replacement of parts.	Name: Repair Staus When it will be triggered: When the repair status is updated to "Complete". Automatic action: 1.Send email notification to the customer with details of the car status. 2.Assign task to the agent to send invoice to the customer 4 days after the transition is triggered.* Since the agent will call the vendor 3 days after the car status is updated, the task will be triggered 4 days after the transition is triggered.	Name:Complete Automatic action (Instant and scheduled action): 1.Update the car status to "completed". 2.Send a survey form to the customer for feedback.

You have successfully configured customer journey for car insurance.

Next Scenario

Customer Journey at a Car Insurance Company

Scenario

Flow of event problem setting up

Problem?

Setting up CommandCenter

The states, transitions, and actions that are configured for the process are as follows:

State

Transition

Actions in states and transitions

Let us move on to the next section where we will discuss more on designing and implementing journeys.

The table below shows the states, transitions, and actions configured to build the Claim management journey.

Customer Journey at
a Car Insurance Company