Major carriers bridge consumer digital divide with new Airkit CX solutions for insurance

REDWOOD CITY, Calif .– (COMMERCIAL THREAD) –Airkit, the leader in digital CX automation for the enterprise, today announced an industry-first suite of solutions for insurance companies to rapidly deploy new digital self-service solutions for property and casualty insurance and Life and annuities. From underwriting policies to self-service administration to automated claims, operators can now meet the intense market demand for digital insurance with customer journeys that can be quickly composed, launched and reconfigured. at will. Airkit delivers world-class digital experiences by extending the systems insurers already have (e.g. billing, quotes, enrollment, policy systems).

“For everyone in the industry today, a define and forget approach to CX does not work in the digital age, which is why it is imperative for companies to compose digital experiences on the fly while transmitting customer information to and from legacy legacy systems, ”said Adam Evans, Airkit co-founder and CTO. “We designed a cloud-based SaaS solution to do just that – where customer interfaces can be quickly created and expired on top of a persistent data structure that can integrate with any system through APIs. . ”

In recently released Airkit State of 2021 of the digital customer experience According to a survey, more than 40% of consumers indicated that they were “probably” or “very likely” willing to switch to an insurance provider with better digital service offerings. To bridge the growing gap between the digital haves and have-nots, Airkit Automation of the digital customer experience The platform pioneers a new way for insurance companies to compose, test and launch digital customer journeys 10 times faster. Using Airkit, Businesses and Insurance Companies Reduce Overall Cost of Service by 40% through Digital Diversion of Repetitive and Large Call Requests and Achieve 0% Bad Forms (NIGO) with Smart Data Capture which pre-populates customer data from systems with real-time validation. Operators can also increase Customer Satisfaction (CSAT) by 30% and double sales efficiency to unlock millions in annual revenue.

Complete suite of digital self-service insurance solutions

The suite of solutions integrates with existing core systems (quotes, underwriting, enrollment, invoicing / finance, policy, claims, contact center, CRM) and provides predefined and quickly configurable customer journeys for policy enrollment, l ‘self-service policy administration, claims and renewals.

With Airkit, carriers benefit from immediate digital capabilities to:

  • Launch new digital experiences with quickly customizable templates, such as First Notice of Loss (FNOL), claims and payments status, and agent appointment scheduling;

  • Ensure fraud prevention with secure collection and validation of pre-call data for processing complaints;

  • Provide secure digital self-service for billing and payment transactions with pre-built integrations with Stripe and Plaid;

  • Digitize paper-based processes with dynamic, reflective forms that ask questions at the right time and respond to state-by-state variations; and

  • Meet compliance and regulatory requirements while orchestrating real-time communications between multiple players (employers, employees, adjusters, claimants, agents, representatives, etc.)

Airkit complements insurance companies at any stage of their digital journey

“The pandemic has forced operators to re-examine their digital customer experiences, as customers have instead flocked to digital channels,” said Paul Legutko, senior director at Aité-Novarica. “This has sparked increased market demand for CX automation technology solutions that enhance the digital experience of customers. ”

Whether the goal is to fully digitize every interaction in the customer lifecycle or to respond to the pressure on the call center, Airkit facilitates the orchestration of goal-based customer journeys using existing engagement channels. and an operator’s customer data platforms. For insurance, Airkit integrates with popular technologies such as: Genesys, Guidewire, Duck Creek, FINEOS, Plaid, Docusign, Twilio and more.

For operators looking to alleviate growing call center volumes, Airkit’s new AirControl agent toolbar shortens call handling times by allowing digital experiences to be triggered from a console Genesys on a live call. Agent-triggered experiences can be used for authentication and secure collection of sensitive data such as signatures and payment.

“The pandemic has created a balance sheet day for those who cannot meet the digital needs of their customers,” said Stephen Ehikian, CEO and co-founder of Airkit. “Over the past 12 months, we have seen an increase in market demand as companies have scrambled to rethink their customer experience to be fluid and enable further market growth in a competitive landscape. . ”

Since entering the market last year, Airkit has helped Fortune 500 carriers, international insurers, and U.S. states automate claims processing, expedite policy enrollment, eliminate paper and prevent fraud. in response to the pandemic. Airkit’s rapidly configurable insurance models add to an existing set of capabilities for carriers operating in P&C, life and annuity insurance. More recently, MetLife Automated Customer Registration for life insurance. After digitizing his paper health declaration process, he saw 99% of submissions completed online instead of paper, 50% higher completion rates, and 0% NIGO (suitable for state-by-state form variations). In addition, Airkit also helped:

  • Fortune 500 insurer doubles connection rates between prospects and friendly agents for P&C policy enrollment and renewals.

  • A Fortune 500 insurance company has automated digital deviation for the annual selection of personal injury protection options to comply with newly enacted state regulations.

  • A Fortune 500 mutual life insurance provider has reduced the cost of processing high-volume call requests, including its HIPAA authorization process, updating claims status and receiving forms. short-term disability.

  • A Fortune 500 insurer reduced call volume by 3 thanks to self-service digital appointment booking for its claims process.

For more information, visit Airkit at InsureTech Connect 2021 October 4-6 in Las Vegas. Make an appointment with the Airkit team here.


[Customer Success] MetLife Automates Life Insurance Enrollment With Airkit

[Blog] Reinventing the customer experience in insurance

[Web] Digital experiences for insurance

[Solution Brief] Airkit solutions for P&C

[Solution Brief] Airkit solutions for life

[Webinar] How to automate Digital CX for insurance

About Airkit

Airkit provides Digital CX Automation to help Fortune 500 brands and businesses lower service costs, generate revenue, and increase CSAT – faster. Easily launch hyper-personalized customer experiences, cover any channel (text, chat, voice, web, app) and extend any system via APIs. To learn more about Airkit, visit

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