MAPFRE uses SundaySky’s SmartVideo Platform to contact policyholders who have filed an insurance claim, to speed up the claim settlement process. This multitouch personalized video program supports policyholders throughout the process: at first notice of loss to choose their appraisal method, to educate about the selected appraisal process and promote self-service tools, and to update the policyholder on payment status.
Benefits
- Increased customer retention rate
- Related care cost reduction
- Customer experience impact
- J.D. Power ratings impact
Audience
Existing policyholders
Touchpoints
Three different occurrences during the claims process
Channels
Customer
MAPFRE
Industry
Insurance
Solution
Billing & Customer Care
