Rising Insurtech star leading digital revolution for brokers
21 Nov 2024, posted in News
Leading south-east insurance broker CiSL is among the first wave of adopters of a new customer engagement platform from rising Insurtech star, Engage Solutions Group (ESG).
Insurance brokers are increasingly looking to the best in mobile-first customer apps to deliver the digital high-touch service that enhances relationships, retention, referrals, and revenues.
As a technology enthusiast, CiSL’s managing director Stuart Allen was keen to explore any solution that could help him innovate around the customer experience.
“As technology advances, customer expect innovation as part of their day-to-day. Their insurance shouldn’t be the place where this falls short,” comments Stuart.
Stuart was attracted to ESG with its combination of consumer-grade tech, engagement expertise and insurance sector experience. Its mobile-first engagement platform and easy-to-brand, quick-to-deploy user apps are already in play at the likes of The Ardonagh Group, Bravo Network, Drive Further and Adrian Flux. Uniquely, ESG helps insurance organisations build thriving communities with both internal and external audiences: employees, brokers and customers.
For brokers looking to build a thriving customer community, ESG provides a fully branded, feature-packed app, with integrations of all key systems and touch points brought behind the app’s ‘front door’, to help them:
- Deliver a responsive, fast and personalised service 24/7 and focus on the customer lifecycle rather than just transactions
- Save time and costs through self-service, automation and workflows, such as in-app claims inception and handling, renewal reminders and one-click purchase, and digital policy document wallets
- Increase revenues through smarter cross-selling, upselling and renewals
- Attract more customers through enhanced referrals and stronger advocacy
- Expand their current customer demographic by meeting the needs of those users who demand a technology-enabled experience
For CiSL, the ESG-engineered integration with its Acturis management system has been a game-changer. It is already seeing a massive reduction in administrative tasks in terms of fewer emails and postal policies having to be sent; instead clients can access bang-up-to-date policy information via the app whenever they need to.
ESG CEO Phil Wedgwood is anticipating rapid adoption of digital apps as the insurance sector looks to respond to growing calls to modernise and enhance customer service.
“Customers for everything have a different expectation today. Whether it’s buying groceries, booking a holiday or checking your bank balance, it’s all about digitally-driven instant gratification, 24/7.
Brokers are aware that they need to find a way to complement and enhance their traditional way of working and to enjoy the wins, whether that’s time and money saved from no longer having to send out copies of requested policies; the benefits of cross-selling more effectively; making renewals just a matter of a click; or new customers drawn in by the enablement and convenience of a slick app.
We welcome our first wave of innovators and are now looking at helping successive waves build their thriving communities and further business success.”
