Enhancing Customer Experience Through Real-Time Communication

When a global risk management provider looked to overhaul their internal systems to give customers real-time updates about their insurance claims, Terazo was brought in to rebuild their internal platform, which increased customer loyalty claims satisfaction rates.

The Challenge

A global provider of risk management products and solutions that focuses on specialty insurance in the property, casualty, and device protection segments approached Terazo to improve the customer insurance claims process. Using Twilio as the conduit to serve realtime updates on insurance claim submissions’ progress, what documentation and other paperwork was still required, and when payment would be received provided a better customer experience from start to finish.

Our Approach

Terazo utilized the Twilio platform to build out a system that handles insurance claim ticketing and guides each customer through the process as soon as a phone call is made to report loss, injury, or damage. Twilio automatically determines whether the dial-in number used is a mobile line and, if so, sends instant updates to any SMS-capable device. Thanks to Twilio’s rich feature set, Terazo was able to deeply integrate with the client’s internal claims processing systems to track record changes and trigger updates to the customer on their claim’s status. Key events include updates on the customer’s claim approval status, payout amount and date, and receipt of required documentation – along with other major steps in the typical insurance claim lifecycle.

Technologies & Services Utilized

Twilio, Kafka, MongoDB, and Kong

The Results

The solution Terazo developed connected a variety of disparate systems and platforms to deliver a completely seamless end-user experience for the client’s customers across its wide range of product lines. By using Twilio to drive claim updates via SMS, the company is able to meet customers where they are using a delivery method that ensures a 98% open rate. The client subsequently increased the accuracy of customer claim information throughout the process. Ultimately, this created a sense of order and control for the customer in what is typically a time of uncertainty and high stress.