Improving Customer Experience with ServiceNow FSO Personal Lines Claims Application

Enhancing customer experience is a critical goal for insurance companies today. To that end, insurers are looking for ways to streamline their claims processing. As it stands, integrating digital solutions and automation can help insurance companies in this fast-paced environment. In fact, according to a report by McKinsey, the implementation of automation can result in an approximately 30% cost reduction of a claims journey.

One platform that can help insurers achieve this goal is the ServiceNow FSO Personal Lines Claims Application. This application is designed to modernize the insurance experience and centralize the management of personal insurance claims for various stakeholders, such as First-notice-of-loss (FNOL) representatives, adjusters, processors, special investigation agents, and managers. 

As customer experience is a critical factor in the insurance industry, ServiceNow FSO Personal Lines Claims Application can be the solution to better customer service. In this article, we will explore the benefits of the ServiceNow FSO Personal Lines Claims Application and how Xceltrait can help improve customer experience.

The Benefits of ServiceNow FSO Personal Lines Claims Application

Streamlined Claims Process

ServiceNow FSO Personal Lines Claims application ensures a seamless customer journey by facilitating interactions between customers and insurers from policy issuance to claims settlement. With ServiceNow FSO’s automation of business processes, insurers can reduce processing time and eliminate errors, ultimately delivering the desired services to customers promptly, which is essential for a positive customer experience.

Moreover, the platform provides customers with a self-service portal that enables them to access policies, view claims status, and communicate with their agents. This feature empowers customers by offering them flexibility and control over the information they need and when they need it, thereby enhancing their overall experience.

Improved Customer Experience

The application offers a user-friendly interface that makes it easy for customers to file claims. The real-time updates on the status of claims also help reduce customer anxiety and improve satisfaction. By providing customers with access to their claim history, they can track the progress of their claims with ease, leading to increased transparency and trust. Several insurance companies using the platform have seen a 50% reduction in customer complaints related to claims processing.

Real-time Data Analysis

The Personal Lines Claims application offers real-time data analytics, providing insurers with valuable insights into customer behavior and preferences. These insights can be leveraged to make informed decisions quickly, helping to minimize errors and manage risks associated with decision-making. In addition, the platform enables easy and clear report construction, allowing decision-makers to analyze data effectively.

Real-time customer insights also help insurers identify potential bottlenecks in the customer journey and take action to ensure a seamless experience. By continuously monitoring the customer journey with real-time data, insurers can reduce processing time, prevent errors, and enhance customer satisfaction.

Enhanced Collaboration

The platform allows for enhanced collaboration between claims adjusters and other departments, leading to faster claims processing and improved customer experience. By enabling collaboration, insurers can work more efficiently, alleviate errors, and improve the overall claims process. For instance, insurance companies using the platform have seen a 25% increase in the number of claims processed per adjuster due to improved collaboration.

Related Reading: 6 Reasons Why Insurers Must Adopt ServiceNow FSO Today!

How Xceltrait Can Help Improve Customer Experience Using FSO?

Xceltrait is a ServiceNow partner with extensive expertise in customizing and optimizing the ServiceNow FSO Personal Lines Claims Application to meet the specific needs of insurance companies. Here are some of the ways in which Xceltrait can help improve the customer experience:

  • Customization: Xceltrait can customize the application to improve the overall customer experience by streamlining the claims process and providing a more user-friendly interface.
  • Expertise: With deep expertise in the ServiceNow platform, Xceltrait can help insurance companies identify areas where the platform can be modified to facilitate better usability.
  • Integration: Xceltrait can integrate the ServiceNow FSO Personal Lines Claims Application with other systems used by insurance companies to expedite better integration and unify the otherwise fragmented enterprise infrastructure.
  • Analytics and Reporting: Xceltrait can provide advanced analytics and reporting capabilities for the application, which can be used to identify areas where the claims process can be improved.

All in all, by partnering with us, insurance companies can improve their claims process, reduce errors, and provide a better customer experience.

Summing Up

The ServiceNow FSO Personal Lines Claims Application offers insurance companies an efficient and streamlined way to manage personal insurance claims. From managing cases for insurance claims to monitoring performance and visualizing process improvements, the application serves as a robust platform for insurance companies to enhance their customer experience and significantly streamline their claims process.

Our experts have profound expertise in the ServiceNow platform and can provide customized solutions tailored to your specific needs. Talk to our specialists today to learn more about how the ServiceNow FSO Personal Lines Claims application can help your business succeed.

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