Problem
Minimize manual work
Polaris Assuradeuren acts as a power of attorney. They take over the entire insurance process: from taking out the policy and processing changes to settlement of claims. For many business insurances, data for the definitive premium calculation is periodically requested for subsequent settlements.
Before, Polaris sent a PDF for each insurance policy that had to be completed manually, even if there were no changes. Polaris processed this PDF manually in its own systems. The overview of who still had to respond was kept manually. Polaris's wish was to make recalculation easier for its relations and at the same time reduce the pressure on its own employees.
Solution
Grip on the process with a dynamic form
The existing PDF form has been replaced by a personalized online Diamond form. Information that is already known is entered in advance. Each customer will only see the form of the insurance policies that he or she has taken out. With multiple insurance policies, data only needs to be entered once, which is a relief for the customer. After Polaris prepared the forms, relations receive an invitation by e-mail to check the data and supplement it where necessary.
Features
The following functionalities were the deciding factor for Polaris to start using Diamond
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Implementation
Prefill customer details
Whenever Polaris makes a selection of insurance products for which the recalculation process must be started, the already known data is read into Diamond. One form is then automatically prepared per customer. In addition to a general part, the form contains a separate tab for each insurance with the relevant questions.
Within Diamond, the email address of a relation was first used to identify a unique relationship. However, this feature was not unique to Polaris, as the customer number is used for that. During implementation, this wish was immediately implemented within Diamond.
Implementation
Automatically send reminders
The flexibility in sending invitations, setting automatic reminders and the ability to set escalation periods means that the Polaris team hardly has to worry about keeping track of the responses to forms. This saves them a lot of time and effort.
Implementation
Save and finish later
While filling in the forms, specific company information, such as annual turnover, is requested. This is not always immediately at hand. Because the forms can be stored in the meantime, the data already entered does not have to be entered again. Relationships can continue where they left off. It's that easy.
Implementation
Insight into the status of the forms
In the list of responses, Polaris has a handy overview of the status of the forms to be completed. They can now immediately see which relations have or have not started filling in their settlement form. Polaris can easily set up custom made follow up actions for these customers.
Future wishes
Straight through processing
Preparing the selection and importing the completed forms is currently still a manual operation. Together with Polaris, we are investigating how we can retrieve this data as efficiently as possible and how we can automatically restore the data to the backoffice software that Polaris uses.
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