Here are a few of the processes that can make up our customer magic:

Coordination of enrollment, eligibility management and service for all product vendors through coordinated service/communication portals—one for employers, one for employees.
Employees will be aided in product enrollment purchases by an AI-driven virtual assistant that understands their needs based on a complete, year-round understanding of the employee's situation.
Auto-fulfillment of coverage—when an employer purchases a group plan or an employee makes a voluntary purchase and provides the necessary information, all documents are immediately available including the contract, the initial bill and any employee-related communications.
When an employee has a position change and qualifies for new benefits based on the employer's eligibility rules—auto-processing and fulfillment of the update.
When an employee has a claim—a one-stop portal for filing, status checks and payment data.
When an employee has a life event change – auto-opportunities based on the change and available products and services.
When an employee wants more coverage, for example, on a voluntary life plan—simple processes and immediate, touch-free approvals/denials and fulfillment.
When an employee changes jobs or retires—auto portability processes to support continuing portable coverages.

There is good news. We are already close to this kind of magic today in many respects. With leadership from LIMRA and a consortium of insurance companies and employee benefit administration systems, data feeds between employers, their payroll, benefit administration, HR tech providers, and insurance companies are being standardized. Better yet, these data feeds are being connected via APIs that allow coordination of processes. Every transaction takes place in real time.

Instant Insights /

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