Optimize Service Request Management for Insurance Providers

Service requests by insurance policyholders can be time-sensitive and addressing them promptly is crucial. However, the mammoth influx of daily requests makes it impossible to handle them flawlessly and meet the service-level agreement (SLA) requirements.

Newgen’s Service Request Management (SRM), built on the robust low-code platform, NewgenONE, is meticulously crafted for life and property and casualty (P&C) insurance sectors.

From simplified request creation, omnichannel initiation, and real-time tracking, Newgen’s SRM solution redefines request management, bringing finesse to both life and P&C insurance operations.

Newgen’s SRM Solution facilitates Adaptable workflows which lead to the effective processing of customer requests for policy changes, information updates, claims, as well as internal service requests.

SR Configurator allows users to create requests for life and P&C insurance on the fly through automated configuration for requests from different touchpoints. Also, defining the turnaround time (TAT) and escalation for every user across departments facilitates the timely resolution of requests.

The built-in security features of the SRM accelerator safeguard sensitive customer data, ensuring compliance with privacy regulations and protecting customers’ interests.

The auto-classification capability offered by the SRM solution helps in the automated segregation of various request types (financial/non-financial) and assignment to relevant user groups.

Backed by reliable omnichannel communication management, the platform is a unified communication hub, allowing seamless interaction across multiple channels for enhanced customer experience.

The SRM solution supports AI-driven analytics for enhanced risk assessment and real-time fraud detection by validating the claims requests.

The users can raise and track insurance requests promptly through the self-service feature. The knowledge repository helps users search for relevant documents within seconds through the advanced quick-search function.

The agile SRM platform swiftly integrates with legacy systems, enabling the modernization of traditional technology infrastructure without requiring extensive overhauls. The readily available adaptors make the platform integration-friendly.

The adaptability of the SRM solution ensures compliance with evolving regulatory requirements without dependency on manual interventions.

By reducing the reliance on extensive coding and development resources, Newgen’s SRM solution contributes to a cut in operational expenses and optimized resource allocation.

The SRM accelerator is scalable, supporting increased service requests and propelling your growth without significant infrastructure investments.