PRODUCT & SERVICE INNOVATIONS

Making our customers' experiences as effortless and painless as possible.

Voice-recognition implemented to aid callers to our Customer Contact Center
Our Customer Contact Center's phone system offers a voice-recognition system, allowing callers to choose between using key entries or voice to make selections. Callers can do everything with the voice recognition feature that they did using phone key pads, including making payments. Other enhancements include:

• New commercial lines automated phone payments, 24/7. Callers can enter a checking account number to make a payment, without having to speak to a live attendant. The system will retain the checking account number used on a prior payment, so the caller does not need to re-enter it. Offering phone payments for commercial lines is a new, much-requested service. We are pleased to respond to your requests for this enhancement.
• Self-service for ordering Personal Auto ID cards. Callers can respond to a voice prompt to indicate that they need an auto ID card. By entering their policy number without having to speak to a live attendant, they start an automated process that prepares the ID card to be mailed to the caller. The message will also remind callers that they can view their ID card online and print it themselves if they prefer. Or by speaking to a service representative, they can order a copy to be faxed or emailed to them.
• Expanded information about policy. The enhanced system provides extensive policy and account information, including policy effective date, last payment, next payment, total premium, outstanding balance, payment plan and notice of cancellation, all without having to speak to a service representative.
• Mortgagee menu. A new menu allows mortgagees to hear policy information without having to speak to a live service representative, with access to the same expanded policy information noted above. If the caller needs even more information, they can choose to be transferred to an agent.
• Request a call-back instead of waiting for a live attendant. Although hold time for a live service representative averages well under one minute, callers in a rush can request a call-back from a service representative instead of waiting in the queue.
• Enhancements for claims reporting. Callers can be transferred directly to the adjuster assigned to their claim, or request the adjuster's phone number so they can call back at their convenience, directly to the adjuster. The system will also provide the adjuster's email address, for callers who would prefer email to phone.

By using our Online Insurance Center or our Customer Contact Center phone support, policyholders can perform a wide variety of billing and policy management self-service, claim reporting and status checking. Many callers to our phone support system can accomplish their tasks and get the information they need by responding to recorded voice prompts without needing to speak to a live representative. For the small percentage of callers who need to speak to a live representative, the on-hold time while waiting for a live representative averages about 10 seconds.

Our mobile app also offers many self-service tools, including billing and claims functions, and viewing policy information and Auto policy ID cards.

Data Analytics

We have made significant investments in predictive analytics for both personal and commercial lines underwriting and claims.

We continued to expand the use of data analytics, including:

• Our second generation Workers Compensation analytics scorecard used to return optimum pricing points on new business quotes, as well as competitively pricing individual account renewals. The enhanced scorecard introduced many new underwriting characteristics and improves risk segmentation. Analytic models are already used for BOP and Commercial Auto quoting.
• An analytics model that helps guide Commercial Underwriting decision making about the type of premium audit to be performed for renewal accounts.
• Our fourth generation of Personal Auto rating enhancements using predictive analytics. The new rating algorithm includes significantly expanded vehicle symbol pricing, which contemplates various new vehicle safety technologies, a new insurance scoring model, and more granular territory segmentation.
• Gathering characteristics of quotes and competitor rates allows us to analyze our competitive position and facilitate the decision-making for underwriting profitability and product development.
• A new Claims Model was developed and deployed that helps identify potentially missed subrogation opportunities for auto claims. Other analytic models are already in use by claims adjusters, including those for detecting both fraud and large loss potential.