Insurance

Securing Your Client’s Future

In the dynamic world of insurance, Atento stands as a beacon of innovation, transforming customer experience (CX) for more than 25 years. Our journey has seen us collaborate with industry leaders, pioneering solutions that not only elevate CX but also redefine the possibilities within the insurance sector. Our achievements are numerous, highlighted by our swift adaptation to remote work environments and strategic workforce management, underscoring our dedication and agility in meeting the insurance industry’s unique demands.

Discover our impactful stories

Elevating Service in Insurance and Beyond

A premier financial group, renowned for its comprehensive offerings in insurance, pensions, healthcare, and investments, embarked on a mission to redefine customer service excellence.

International Phone Sales Systematization

Boosting insurance plans sales for a multinational bank

How we can help

Leveraging our deep-rooted trust and cutting-edge services, Atento has developed a comprehensive range of solutions designed to nurture every step of the customer journey. These solutions go beyond mere interactions; they are the cornerstone of forging enduring bonds between insurance providers and their clients. By blending advanced technology with our extensive industry expertise, we ensure that from the initial engagement to ongoing interactions, and through to the vital retention phases, every touchpoint is seamless, secure, and exceeds expectations.
Here's how Atento's solutions align with the customer journey in the insurance industry:

Acquisition:

  • Digital Engagement: Utilizing digital channels to introduce potential customers to insurance products, ensuring an accessible and informative entry point.
  • Policy Sales: Tailored marketing strategies to increase uptake of various insurance policies, from life to property insurance.
  • Underwriting Support: Streamlining the assessment process to manage risk effectively while ensuring customer satisfaction.
  • Product Information Dissemination: Providing clear and concise information to aid in informed decision-making regarding insurance options.
  • B2B Relationships: Enhancing corporate sales solutions to build strong B2B partnerships in the insurance sector.

Customer Experience:

  • Policy Management: Efficient administration of policy plans to guarantee customer fulfillment.
  • Services Activation & Onboarding: Smooth onboarding process for all insurance services, ensuring a hassle-free experience.
  • Claims Processing: Expedited intake and processing of claims for vehicle, medical, and property insurance, enhancing customer trust.
  • Support for Insurance Inquiries: Offering comprehensive support for all insurance-related questions, providing clarity and confidence to customers.
  • Complaint Resolution: Effectively addressing and resolving complaints, maintaining the highest standards of customer care.

Retention:

  • Welcome Outreach: Warmly welcoming new clients, setting the stage for a positive relationship.
  • Cross-Sell and Up-Sell Opportunities: Identifying and proposing additional or superior insurance solutions to meet evolving customer needs.
  • Loyalty Program Management: Implementing loyalty programs to reward and retain customers, fostering long-term engagement.
  • Policy Adjustments: Accommodating changes in customers’ insurance needs, whether upgrading or downgrading policies.
  • Customer Reactivation: Dedicated efforts to re-engage and retain customers who have drifted away, demonstrating our commitment to their satisfaction.

Acquisition:

  • Digital Engagement: Utilizing digital channels to introduce potential customers to insurance products, ensuring an accessible and informative entry point.
  • Policy Sales: Tailored marketing strategies to increase uptake of various insurance policies, from life to property insurance.
  • Underwriting Support: Streamlining the assessment process to manage risk effectively while ensuring customer satisfaction.
  • Product Information Dissemination: Providing clear and concise information to aid in informed decision-making regarding insurance options.
  • B2B Relationships: Enhancing corporate sales solutions to build strong B2B partnerships in the insurance sector.

Customer Experience:

  • Policy Management: Efficient administration of policy plans to guarantee customer fulfillment.
  • Services Activation & Onboarding: Smooth onboarding process for all insurance services, ensuring a hassle-free experience.
  • Claims Processing: Expedited intake and processing of claims for vehicle, medical, and property insurance, enhancing customer trust.
  • Support for Insurance Inquiries: Offering comprehensive support for all insurance-related questions, providing clarity and confidence to customers.
  • Complaint Resolution: Effectively addressing and resolving complaints, maintaining the highest standards of customer care.

Retention:

  • Welcome Outreach: Warmly welcoming new clients, setting the stage for a positive relationship.
  • Cross-Sell and Up-Sell Opportunities: Identifying and proposing additional or superior insurance solutions to meet evolving customer needs.
  • Loyalty Program Management: Implementing loyalty programs to reward and retain customers, fostering long-term engagement.
  • Policy Adjustments: Accommodating changes in customers’ insurance needs, whether upgrading or downgrading policies.
  • Customer Reactivation: Dedicated efforts to re-engage and retain customers who have drifted away, demonstrating our commitment to their satisfaction.

Customer Journey example for a Pharmacy Group

1. Awareness

3. Quote Request

5. Decision

7. Policy Issuance

9. Loyalty &
Renewal

2. Exploration

4. Quote Comparison

6. Sign-up

8. Ongoing Support

Insurance

Eager to enhance your insurance customer experience?

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