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

Email

Customer

MAPFRE

Industry

Insurance

Solution

Billing & Customer Care

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