We have been making great strides in recent years in automating and optimizing insurance processes, requiring fewer and fewer human actions. However, the main delaying factor of processes is often overlooked. Marline van Ramselaar, product owner at ANVA, explains how Safebay offers a solution for this.
'With the introduction of Safebay, we have given the industry an important tool to communicate digitally in a responsible way,' says Marline. 'With Safebay you can safely share confidential information with each other. For example, messages are encrypted and our servers fall under European legislation'. In addition, we have solved another crucial issue, that of digital authentication. 'By linking to various authentication methods, such as iDIN and in the future also NotarisID, it is possible to identify yourself through Safebay. With eHerkenning, companies can also identify themselves. As a result, as a company and as a customer, you are always sure that you are communicating with the right person.
The strength of Safebay, however, according to Marline, is not so much in the secure chat application coupled with authentication. The value of Safebay lies mainly in the efficiency you can achieve in processes of which customers are a part. 'Many organizations focus only on automation and straight through processing to work more efficiently, while it is precisely customers who are the biggest delaying factor in a process. They only call or e-mail once every few days and don't always deliver the right information at once. Marline explains that for processes where a lot of information and documents are needed, such as taking out insurance or a mortgage, this causes enormous delays. 'It can sometimes take days to get the information needed'.
Marline explains that it is important to change your mindset and not see customers as exit points in your process. So not a recipient to whom you send output by e-mail or post, after which you then have to wait for response, such as the agreement to an offer. With Safebay, on the contrary, you can involve your customer in the process and make him part of it. 'You can easily communicate with your customer and give him room to ask questions, so that you receive the necessary and correct information in a fast and efficient way. Only then can you achieve significant time savings'.
Safebay is easily enriched with various chatbots to set up customer contact as efficiently as possible. 'With our partner Eerstestap, we are developing a chatbot for an ANVA customer that allows consumers to take out car insurance over the weekend. On the website, the customer answers questions, providing preliminary coverage within minutes. According to Marline, the possibilities are endless. 'We have chatbots for asking the closing questions, collecting mortgage documents or performing the knowledge and experience test. This is really the next step in the financial world; chatbots that support your customer process, so that you as a service provider can focus on the most important things that really matter.
