How a life insurance company replaced a costly licensed CRM with its own system, built around its contact centre, complaints team and legal department.
About the client
The client sells life insurance, including investment-linked policies, through a network of agents and brokers. It serves customers by phone, email, post and in face-to-face meetings. Following a series of mergers in the market, it is now part of one of Poland’s largest life insurers.
The client was using a large, licensed CRM system. Licence fees kept rising, yet the system couldn’t handle the most demanding part of an insurer’s work: complaints, claims and cases managed by the legal department.
Licence costsRising fees for a system that didn’t fit the client’s processes.
Scattered dataAdvisers had to piece together information from several sources to get the full picture of a case.
Process gapsComplaints and legal cases were handled outside the CRM.
Volume of disputesA large book of investment policies meant numerous complaints, claims and court cases.
Every complaint and every claim requires precise tracking of deadlines, amounts and documents, and any mistake is costly both financially and in terms of reputation.
Without a change, the insurer would have kept paying more and more for a system that covered only part of its work.
Lower costsNo more fees for off-the-shelf licences.
A single viewCustomer, agent, policies and documents, all in one place.
Full controlDeadlines, amounts and documents for every case kept firmly under control.
FlexibilityA system that grows with the business.
We designed a bespoke CRM that takes every case from first contact through to resolution. Beyond day-to-day customer service, it covers the areas an off-the-shelf system simply couldn’t handle: complaints, settlements, mediation and legal cases.
Phone, email, letter or a visit in person: every contact is logged in the system along with its full history and notes.
Policies, roles, contact details, consents and documents all in one place, kept in sync with the policy administration system.
Each case is routed to the right team and handler, and the system suggests the next step. Managers can see queues and deadlines at a glance and carry out bulk actions.
Categories, root cause, whether a claim is justified, amounts, interest and costs, law firms and legal representatives — all with a full audit trail.
Once a claim is upheld, the case is automatically passed to the staff authorised to approve the payment.
We connected the CRM to the insurer’s other systems, including the policy administration system and the document archive, via an integration bus. Using data from the client’s data warehouse, we also built management reports for sales and marketing, including customer portfolio analysis based on historical data. Over time, we took over maintenance of the integration bus as well.
The CRM grew with the business, with new features added in response to the needs of the client’s departments.
The system has become the insurer’s central customer service tool. Advisers can see a customer’s entire history on a single screen, and every case has an owner, a deadline and a next step.
In its first years of operation, the system won an award as a recommended solution for the financial sector.
We’ll build a system around your contact centre, complaints and legal teams, so you stop paying for features you don’t use and get the ones you actually need.
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