The Client:
One of the largest and fastest-growing commercial insurance agencies in the USA.
Scope of Work
Policy Change Requests
Process Bottlenecks
The average handling time for each change request was pegged at 10-12 minutes. However, delays were caused owing to necessary process-level manual interventions. This further exposed the process to high error rates, which in turn led to customer dissatisfaction.
The client sought a seamless, error-free process to manage the change requests.
Cogneesol’s Optimization Solution
Backed by its wide range of exposure to change requests across product lines, our team conducted swift due diligence of the operations and suggested putting in place a specialized customer care team to process change requests on a real-time basis. The operating model was to deploy Cogneesol’s specialists as virtual agents to support the client’s Account Managers (AMs) onshore.
In the testing phase, this model generated 20% more in new business. In the BAU stage now, we have one agent of Cogneesol offshore for four AMs. Further, we have:
- Established email templates to save time on email dispatch
- Institutionalized pdf templates to generate new proofs from the system
- Change acknowledgment to customers are sent in real-time taking advantage of the 12-hour shift window to cover east to west coast locations of the USA
It is amazing how Cogneesol helped us create almost 50% more capacity. It was huge! And completely helped in expanding our business. Working with them has been most lucrative!
Impact Delivered
Mitigating process delays and improving accuracy led to a 17% jump in sales, improved compliance scores, and an increase in capacity.
Our overarching solution to manage the time-taking and error-prone change request process delivered an accuracy of over 99.95 percent across the process from 87%.
- Created extra capacity for the Account Manager by saving 4 hours per day per AM
- This value creation led to an increase in sales by 17% as the account managers were able to concentrate on relationship-building activities
Other Client Stories
Client Testimonials
It is always a pleasure to learn that the work we do has positively impacted our clients and that they are happy to share their experiences.
Our customer service statistics have improved drastically from the time Cogneesol took over the complete policy management function of our agency. There are no more delays and unnecessary time lags. Customers get their documents and policy processed within agreed timelines without any hassle. This has given us a tremendous goodwill.
Cogneesol brought in huge savings by streamlining our policy management function and driving productivity. We are now using the example set in other functions as well. As a leaner and lighter organization, we have become nimble-footed and now have the freedom to expand our business and product lines. Cogneesol, Thank You!
Policy management process would devour our quality time. We needed a good service provider who not only understood the insurance domain but also had the resources to help a growing business. Cogneesol turned out to be the perfect partner – they handle our end-to-end policy operations, give us performance reports every month end and have given us the bandwidth to take on strategy matters.
The team that has been handling our policy management services are experts at U.S insurance regulations and statutory requirements. Their DD and transition timelines are short. This helped us in quick onboarding and swift application of transformative solutions in required areas. The team brought us increased productivity within a very short period.
Cogneesol has been our insurance back-office solution partner for over a decade. They handle numerous processes including that of commission management. Our growth into new markets can be categorically attributed to Cogneesol’s support with the key functions. Thanks to their efficient and effective handling, we have a strong foundation!
