Property and Casualty Insurance Services

Re-designed Customer Journey Leading to a Frictionless Experience

Meeting evolving customer expectations is a leading focus area of an insurance company today. Both businesses and their customers want the same thing: to get things done in a quick and easy way. But customer-facing processes that rely on partial, siloed and legacy solutions have been a hindrance in achieving this goal.

A WNS EXPIRIUS and Lightico partnership takes Customer Experience (CX) to a new level. Customers can now digitally complete entire automated processes with swipes and selfies and fast forward their journey.

~50%Lesser Time to
Settle a Claim
~40%Fewer Touchpoints
per Policy
~10%Increased Customer
Satisfaction
~30%Faster Sales
~40%Higher Agent
Satisfaction
~20%Reduced Channel
Switch

Lesser Effort,
Greater CX

WNS partners with Lightico to offer
Property and Casualty (P&C) insurance
buyers a frictionless journey with
straight-through processing.
Anywhere, on your device.

Complete the
process through the
preferred channel

Lesser customer effort
with fewer clicks and taps
to complete the journey

Human touch where
needed, powered by an
agent augmentation
solution that drives CX & EX

Get queries
resolved instantly

Seamless document
exchange process

Process the policy
purchase anywhere,
anytime

Secure payment
processing

Lesser Effort, Greater CX

WNS partners with Lightico to offer Property and Casualty (P&C) insurance buyers a frictionless journey with straight-through processing. Anywhere, on your device.

Complete the process through the preferred channel

Lesser customer effort with fewer clicks and taps to complete the journey

Human touch where needed, powered by an agent augmentation solution that drives CX & EX

Get queries resolved instantly

Seamless document exchange process

Process the policy purchase anywhere, anytime

Secure payment processing

Our Solution: Bringing
WNS EXPIRIUS and
Lightico Together

WNS EXPIRIUS is our CX solution that integrates human-assisted design and domain expertise with Artificial Intelligence (AI)-driven conversational insights and CX consulting-led strategies to create a holistic digital CX.

Lightico takes the pain out of customer-facing processes and makes it easy to digitally complete entire processes with swipes and selfies.

How it Works Zero

Channel Switch. Simplified Customer Journey

Liz, an existing customer, calls for a claim inquiry
A conversational cognitive voice bot powered with Al / ML models resolves her query
The bot prompts for cross-sell through real-time intent identification
Liz is interested and uploads relevant documents using the online direct link
Real-time verification and pre-filling of new policy forms through CRM integration
Premium payment completion through the secure online link
Real-time issuance of policy with an e-copy and physical delivery based on preference
Seamless transfer to a live agent to manage her existing policy additional query
Live agent delivering a frictionless experience with real-time automated assistance