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Alacriti understands the challenges facing insurance companies, from complying with regulatory changes to meeting stringent privacy and data protection laws. Web-savvy customers want self-service access to information resources to review policies, initiate claims and make payments.
With OrbiPay from Alacriti, no matter what type of policy your customer chooses, you can offer them the convenience of accessing bills and paying premiums via the web, IVR systems or through customer service agents. They can choose to make payments from their bank accounts and credit / debit cards on a one-time, recurring, or same-day basis. Enrolling in an online payment program, then conducting transactions on your secure website, becomes a powerful impetus for return visits from policyholders and a great way to up-sell other products and services.
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Billing is moving out of its traditional role as the most "back office" of back office processes. Insurers are realizing the strong role that billing, and especially the quality of service provided during the billing process, can play not only in financial operations but also in building relationships with customers and distributors.
Billing inquiries represent a significant portion of customer service calls from both policyholders and agents, and poor service in resolving these issues can have a worse impact on customer retention than almost anything except poor performance in claims.
Celent research report, February 2006
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