The insurance industry is referred to as cumbersome and very opaque in the ways of managing policies and processing claims.
These image of the industry need a tectonic shift through innovation and digital transformation. Dynamics 365 Customer Portal is the answer to the complex world of insurance.
These portals link insurers and policyholders, increasing the customer experience, operational advancements, and ease of insurance for all parties.
Let’s understand how Dynamics 365 Customer Portal is disrupting the insurance industry.
List the Challenges in the insurance industry
Trust Factor
Trust in the insurance sector matters a lot. Many of the potential policy buyers remain in doubt about the claims process lack of service sufficiency, or their personal data being secured and hence do not buy policies. More or less, this is the lack of trust. Buyer’s past experiences where the process of claim was complex and intransparent, the process feels complex.
Information for Policyholders
Often, policyholders find it hard to access detailed information on their policies, coverage, and claims processes.
Limited Self-service & Support for Customers
Today’s consumers expect to independently manage their services online, including their insurance policies. Insufficient self-service options for managing policies, filing claims, or simple tasks like updating personal details can cause frustration. Additionally, support, when needed, should be easy to access and effective. Improving self-service platforms and support can greatly boost customer satisfaction and operational efficiency.
Inconsistent Customer Experience
An inconsistent customer experience arises when there’s a lack of connection across various channels and touchpoints within the insurance process. This can lead to repeated requests for information regarding their policy. Such an experience shows inconsistent service and a sense of disorganization from the customer’s viewpoint.
Extended Query Resolution Time
The time it takes to resolve customer queries, claims, or problems greatly affects customer satisfaction. Delays can stem from various factors, including manual processes, insufficient staff, or ineffective systems.
How customer portal is useful in the insurance industry
Dynamics 365 Customer Portals, in particular, bring a comprehensive set of features to tackle the distinct challenges faced by insurers and policyholders. Here’s a closer look at how these portals are transforming the insurance sector:
No-Code / Low-Code Solution
A standout feature of Dynamics 365 Portals is their no-code/low-code framework. Insurance companies can quickly build and launch web portals without deep coding knowledge. Insurers can easily adjust to market shifts or regulatory demands. This will ensure that your company is consistently providing up-to-date and efficient service to its customers.
Faster Market Entry
The agility of a no-code/low-code platform notably shortens the time to introduce new services. Insurers can promptly address emerging customer needs, competitive dynamics, or opportunities.
Mobile-First Portal Design
With the rise in consumers accessing services on mobile devices, the mobile-first design of Dynamics 365 Customer Portals guarantees a smooth experience across all devices. This focus on accessibility and convenience is key to customer satisfaction and engagement.
Case Deflection
These will support the policyholder with full services of self-service tools: FAQ sections, knowledge bases, and self-help tools that will solve most of the questions and issues without entering into direct interaction with customer service. This makes it more efficient with fewer contacts with customer service, cuts costs, and, most importantly, increases customer satisfaction when the policyholder finds a quick solution to his problem.
Case Management
Dynamics 365 Customer Portal has an optimized process with everything in a single place to trace and manage customers’ inquiries, claims, issues, and more. All that, of course, reduces time to resolution, guaranteeing a consistent and personalized service experience for every one of your policyholders.
Document Management
This system makes the management of documents between the policyholders and insurers easier. The policyholder can easily produce and submit the desired documents. The system also digitizes and manages documents within the portal, such as the claim form and policy documents
Advanced Features
The integration of advanced data widgets, no-code workflow automation, and seamless third-party service integration ensures that the Dynamics 365 Customer Portal is prepared to meet the insurance industry’s future needs.
Features of customer portal
The Dynamics 365 Customer Portals streamline operations, boost customer engagement, and provide unparalleled support and flexibility to insurance providers and their policyholders. Let’s explore these features more closely:
1. No Code / Low Code Page Builder
Create intuitive landing pages, detailed policy information sections or simplified claim submission forms using the Page Builder to let the insurer quickly adapt to the changing demands of their clientele. In addition to this, it becomes a strategic advantage in an insurance market moving with speed. Being in a position to adjust and update online resources swiftly can significantly raise the level of engagement and customer satisfaction
2. Role-Based Access
In an industry where confidentiality and data security are paramount, Role-Based Access emerges as a critical feature of the Dynamics 365 Customer Portal. It ensures that information is only accessible to users based on their specific roles and permissions, creating a secure environment for sensitive data to be managed and shared. For insurance companies, this means being able to finely tune the visibility of policy details, claims statuses, and personal information, ensuring that policyholders have access to their relevant data without compromising their privacy or the integrity of the company’s information. Similarly, staff access can be tailored to their job functions, streamlining workflows and safeguarding against unauthorized data exposure.
3. Access to Unlimited CRM Objects
Through integration with Dynamics 365, the customer portal offers comprehensive access to unlimited CRM objects, providing a full view of customer interactions, policies, claims, and feedback. This enables insurers to deliver personalized services and support, facilitating data-driven decision-making and the customization of offerings to meet individual customer needs.
4. Advanced Data Widgets
These widgets enhance the portal’s functionality and user experience by presenting complex data in simple, digestible formats like graphs, charts, and tables. This feature aids users in quickly understanding their policies, the status of claims, and other pertinent information.
5. Workflow Automation
Essential for boosting efficiency and minimizing manual errors, no-code workflow automation allows insurers to automate routine tasks and processes, such as claim processing and policy renewals. Automating these tasks accelerates operations and enables staff to concentrate on more intricate, value-adding activities.
6. Easy Forms, Lists, Menus, Templates
The platform’s user-friendly interfaces and pre-built elements make creating forms, lists, menus, and templates straightforward. This simplifies information collection from policyholders, data presentation, and portal navigation, ensuring a fluid user experience.
7. UI Editor
This tool allows customization of the user interface to reflect the insurance company’s branding and design preferences, ensuring the portal is functional, visually appealing, and consistent with the insurer’s brand identity.
Overview of CRMJetty Dynamics 365 Customer Portal
Dynamics 365 Customer Portal by CRMJetty stands out as a solution meant for the modern demands of the insurance industry. It delivers one united customer journey, using all the inclusive features of Dynamics 365, to enable an insurance company to empower a smooth, instinctive experience that assures the space separating them from their clients is bridged.
One huge advantage of the portal is a no-code/low-code environment, using which insurers will be able to flexibly and quickly adjust to the market and regulatory environment without deep coding knowledge. This flexibility is one of the keys to keeping the company competitive and with high levels of customer satisfaction in today’s landscape.
Next in line is security. It is one of the most needed features of the insurance business and is extremely taken care of through features like Role-Based Access Control and Single Sign-on. It is all these features that ensure the sensitive data of customers is protected in a friendly way. And, by nature, the mobile-first approach puts every policyholder always closer to his information and services from any device at any time, thus driving even higher engagement and satisfaction.
Above and beyond any tool, Dynamics 365 Customer Portal from CRMJetty is a complete solution to assist insurers in serving their customers better, streamlining operations, and building a stronger, trust-based relationship with them.
Learn more about customer portals with these case studies
WealthHub: A Robust Finance Portal for a Finance Management Company
Belona Pantbank: Transforming Operations with a Custom Finance Portal
ProbusFX: Custom Trading Portal for Easy Trade & Portfolio Management
Conclusion
The advent of the Dynamics 365 Customer Portal marks a significant leap forward for the insurance industry, bringing it in line with the digital transformation sweeping across sectors worldwide. As we’ve explored, from simplifying the claims process to enabling easier access to policy information, the benefits of these portals extend far beyond operational efficiencies. These benefits are catalysts for building stronger, trust-based relationships with policyholders. If you want such a portal for your business, connect with us.
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