Mobility Platform for Insurers

Self Service

Self Service

On-boardingOn-boarding

ClaimsClaims

InstantPolicy

InstantPolicy

Mobility Platform for Insurers

To keep pace with the ever increasing demand for

real-time customer service, shifting to mobility has

become inevitable for the insurance industry. In

today's scenario, where real-time servicing of

customer requests 'on the fly' has become a norm,

mobile technology seems ideally positioned to

enable insurers gain a competitive advantage.

Mobile solutions enable faster and improved

communications between customers, field agents,

and the central processing office of the insurer.

Adopting mobile technology can help insurers

enhance customers' experiences, increase

productivity, while keeping a check on costs, and

mitigating operational risks.

Leveraging mobile technology across the core areas

of the insurance value chain—from customer on-

boarding, policy issuance through claims

settlement—insurers can achieve real benefits at

affordable price points. Moreover, mobile solutions

have made customer-self service a reality, allowing

customers to access their policy information, locate

agents, pay premiums and apply for claims over

their mobile devices.

Newgen's innovative Mobility Platform, for insurers,

ZapIn, combines our expertise in the areas of

Imaging, Business Process Management and

Enterprise Content Management with the new age

mobile technology, to offer customer service

representatives, field executives, and consumers

anytime-anywhere access to services on their

mobile devices.

The Requirement

SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

Redefining Customer Experiences

Key Mobility DriversŸ Enhance customer experience

Ÿ Insatiable demand for real-time customer services

Ÿ Reduce customer-facing business process cycle times

Ÿ Consumerization of smartphones/tablets

Ÿ Differentiation and future revenue

Ÿ Relationships are going mobile

Use Case Scenarios

Point of Sale

The key question an insurer needs to answer is not

whether it should embrace mobile solutions but what

are the usage scenarios where application of mobile

technology can be most effective. Below are the four

key use cases for application of a mobile solution in an

insurance organization.

Field-sales executives are the company's first point of

contact with the customer. They need to be well

equipped to conduct customer need analysis, educate

potential customers, and influence their decision

making, while delivering an unmatched customer

experience. Moreover, capturing information first time

right, at point of customer contact, and initiating its

processing in real time is a challenge both in terms of

time and cost. Insurers can use mobile technology to

support their 'Point of Sale' through all the stages of the

sales lifecycle from lead management, customer on-

boarding, to policy servicing.

ZapIn facilitates interactions between the field-sales

staff, their offices, and their clients. It provides sales

executives with necessary functionalities to accelerate

the sales cycle and enhance their productivity:

Ÿ Application login and tracking: Allows a field-sales

executive to, capture high quality images of the

physical application forms and supporting

documents along with the key metadata, and transfer

the information to the processing center in real time,

to initiate instant processing for on-boarding; enables

tracking of application status

Ÿ Lead Management: View assigned leads, search lead,

schedule tasks, follow up, and view pending items,

alerts and notifications

Ÿ Customer need analysis: Depending on

demographics, lifestyle, spend patterns and future

needs this feature suggests the right products for a

particular customer

Ÿ Sales toolkit: Latest product brochures, videos and

other marketing material

Ÿ Customer servicing and retention tools: Alerts/pop

up reminders, customer query updates, grievance

handling, reminders for key events like birthdays,

wedding anniversary etc.

Ÿ MIS Reporting

Ÿ Online training & development

Instant Policy Issuance

Typically an insurer takes few days to few weeks to

issue a policy to a customer. The entire process

comprises of several steps, including premium

calculation, document collection, issuance of payment

receipt and cover note (in case of motor insurance),

exception handling, transfer of documents from

branch office to the central processing center,

reference check, e-mail acknowledgement to the

customer, and finally issuance of policy document to

the customer.

ZapIn redefines customer experience by enabling

insurers to issue policies in a matter of few minutes.

The solution enables customer service representatives

to access real time information, policy quotes and


India ranks 5th in number of smartphone users,

and has shown one of the highest year-on-year

growth rates (in smartphones).

— KPCB's Mary Meeker Report, 2012

new policy features, using their mobile phones or

tablets. Further, the representative can capture

customer details, calculate premiums, collect payment

details, and generate the policy instantly, which would

simultaneously be e-mailed to the customer.

Claims Management is arguably the most important

process in the insurance value chain. To retain and

acquire customers in an increasingly competitive

insurance landscape, organizations need to focus on

making their customers' claims experience completely

hassle-free.

The field executives, who support claims adjustment,

perform majority of their work while on the move. They

need to access claim information at field locations,

while investigating claims and assessing damage. ZapIn,

allows these executives to access necessary case details

on their mobile devices, while enabling them to capture

and upload to the claims management system, any

relevant information related to the incident, such as

photographs of the damage, in real time. Thus, the

processing and settlement of claims becomes much

faster.

The rise in penetration of mobile devices, presents an

opportunity for insurers to improve customers'

Claims Management

Customer Self-Service

experience.

and communication capabilities through mobile

devices, insurers can gain competitive advantage,

while simplifying processes, and reducing

administrative costs.

ZapIn, can be used for providing convenient

customer self-service tools, enabling customers to

access their account details, keep track of payment

dates, check status of service requests, and file claims

online, using their mobile phones or tablets. For e.g.,

in case a customer needs to file a motor insurance

claim, he/she can use ZapIn to capture a picture of

the damaged vehicle, record his/her statement in

voice/text and send the claim intimation instantly.

By offering convenient self-service tools

Smartphone accounted for 51.63 percent of Web

usage in India, as of August 2012.

— StatCounter


Newgen's implementation at ICICI

Bank won the Asian BFSI Award, 2012

for “Best use of Mobile Technology

in Financial Services”

Fig: Key Benefits of Mobility

Increase in Policies sold

Reduced attrition

Increasedrenewals &referrals

Reduced cost per transaction

Reduced customerservice calls

Revenue Generation

Focus Areas

Superior Customer Experiences2

3

4

Reduced Costs

Improved Operational Efficiency

Instant Policy issuance &servicing

Better self service tools

Reducedcycle time foron-boarding,claims & servicing

Efficient case routingand tracking

Transparentprocesses

About Newgen

• Leading Global Provider of Business Process Management (BPM), Enterprise Content Management (ECM) & Customer

Communication Management (CCM)

• 1000+ installations across 50 countries

• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government

• Credited with some of the world's largest implementations

• Innovative culture, consistent R&D investments, 35 patents

• Employee strength 1100+

• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3

India

A-6, Satsang Vihar Marg,

Qutab Institutional Area,

New Delhi - 110 067 INDIA

Tel: +91-11-4077 0100,

+91-11-2696 3571, 2696 4733

Fax: +91-11-2685 6936

Email: [email protected]

For Sales Query: +91 11 40773769

Newgen Software Technologies Ltd.

OFFICES

Europe, Middle East & Africas

Newgen Software Technologies Ltd.

Off No: 314, Building No: 3

P O Box. 500297,

Dubai Internet City, Dubai, UAE

Tel: +971 44541365

Fax: +971 44541364


For Sales Query: +44 (0) 2036 514805

+973-1-619-8002

Americas

Newgen Software Inc.

1364 Beverly Road, Suite 300

McLean, VA 22101

Tel: +1-703-749-2855

Tel: +1-703-439-0703


For Sales Query: +1 (202) 800 7783

Asia Pacific

Newgen Software Pte Ltd.

146 Robinson Road #03-00

Singapore 068909

Tel: +65 6221 8432

Fax: +65 6221 6923


For Sales Query: +65 3157 6189


Copyright © 2013 Newgen Software Technologies Limited. All rights reserved

Newgen's innovative Enterprise Mobility Platform,

ZapIn, leverages Newgen's advanced imaging

capabilities to ensure high quality document images

and minimal size. The captured data and

documents/images are transferred to back-office via

a 3G/GPRS/EDGE data connection, in real time.

Further, the solution ensures First-Time-Right by

enforcing business rules and logic so that all key

information and documents are captured accurately

and the process gets initiated instantly. ZapIn is

available both on mobile phones and tablets.

ZapIn is highly secure, as it encrypts all data stored

on device and also that gets transferred over the

network. Only registered mobile/tablet devices are

allowed to communicate with the ZapIn server,

ensuring safety and security of customer

information.

Key Features! Advanced imaging capability to capture good

quality document images

! Image Quality Analysis and auto correction for common image issues like skew, darkness, noise etc.

! Highly compressed images for faster transfer over mobile networks

! Can be easily integrated into existing mobile solutions or can be used as stand-alone applications

! End to End security including advanced access control, data encryption on device and digital signatures

! Available on Android/iOS

ZapIn – Enterprise Mobility Platform

Mobility Platform for Insurers

Technology

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