Before
- Significant admin, printing and postage costs
- Fragmented access to documents in the field
- Employee and customer friction
- Time-consuming paperwork for quote and review processes
After
- Substantial cost savings from reduced printing and mailing
- Enhanced hit-ratio due to relevant files being available when needed
- Improved client satisfaction rates
- Close to 100% paperless processes
Project Overview
Zurich Switzerland’s agents follow a specific process to understand and evaluate their customer’s risk exposure. They begin by assessing basic information, then deep dive into life and non-life factors like property and liability, to pinpoint the risks and recommend the most appropriate solution(s).
For product recommendations, it was a standard practice to create a quote, finalize it on paper with notes, process it into an actual policy, which included changing hands multiple times, and then scan and archive it. Yet, quotes were only one piece of the puzzle. The problem was that approx. 2,000 supporting documents, client proposals, and pricing were stored in hard copies and printed PDF documents that then again – after being signed, needed to be digitized by the back office. It’s also company policy that the information recorded on the system must be exactly what was on the original paper document (including handwritten notes and changes).
This meant after the quote was signed, a lot of time was spent scanning, archiving, and redistributing the documents to customers and the back office by mail. This entire process should have been repeated for each risk exposure the client had.
Being a big corporate organization – having challenges with a somewhat fragmented IT landscape is nothing that Zurich was or is spared from. For example, they use a range of quoting tools, each with differing capabilities. Plus, all documents had to be finalized on paper. Zurich knew the way forward was to jump on the bandwagon of digitalization in the insurance industry. They set out to hunt for a solution with eSign and media library capabilities that could be layered over such a challenging IT landscape to harmonize their front-end tools and processes at the point where their maturity ended.
Solution
Zurich Switzerland’s Product Management team was ready to digitally transform their agent’s workflow to streamline both remote and on-site work. They wanted software that could:
- Provide system-supported and automated workflows to relieve their agents from navigating complex decision trees alone.
- Reduce Zurich’s dependence on paper files and mailing documents.
- Improve their agents’ productivity and the overall customer experience.
- Host a digital document library that was accessible offline and online to equip their agents with 2,000+ supporting documents and quoting tools to serve clients.
- Enable staff and clients to sign documents electronically independent from the maturity of the document-producing system.
Results
Since agents began using Fluix in their insurance sales process, Zurich has had significant success:
- Cutting costs by removing printing and mailing requirements.
- Saving time & effort by building a comprehensive document history archive easily tracking past actions.
- Driving greater efficiency by enabling digital documents with built-in rules to reduce the risk of errors.
- Increasing client onboarding and satisfaction rates through eSignature and online processing capabilities.
- Improving agent engagement and usage of Fluix with 100K documents signed & processed in less than a year.
“Fluix was the perfect solution for our agents as it allowed us to integrate all product lines that they can offer, as well as making us independent from the maturity of the actual system. Furthermore, when looking into the future, Fluix also allows us to maintain a ‘stable’ UI while cleaning up the picture on the backend.”
Martin Weber,
Senior Business Analyst
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