Whether it’s our best-in-class quoting platform, our MyGrange online customer portal, our customer mobile app or our Easy-Snap claims app, Grange remains connected to agents and customers, providing a simple, straightforward online experience.
Whether it was online, on the phone or in person, our focus on Ease of Doing Business helped us offer our agents and policyholders simple, straightforward interactions.
The Grange policyholder mobile app launched in 2017, offering our policyholders a simple, convenient way to manage their account through their mobile device. More than 6,000 policyholders have downloaded the app to access proof of insurance, policies, make a payment, add, modify and remove EasyPay EFT payments or contact their agent.
We implemented a new Voice of the Customer and Agent platform which enables us to gather, analyze and benchmark feedback more effectively. Actions taken on this feedback have led to significant improvements. We modified the processing of debit and credit endorsements, resulting in more consistent installment amounts and improved equity.
By early 2018, agents will be able to make consolidated payments for personal and commercial lines policyholders. And we simplified the claims process by adding tools such as Pix It now, which uses text messaging for a fast and easy solution to submit photos of damage.
In 2018, we’ll continue to leverage valuable feedback into services that will enhance the customer and agent experience, such as paperless billing and consolidated payments for customers.
In 2017, Claims continued to transform not only how we do business, but the platform by which we do it, with the goal of becoming more efficient and improving the experience for agents and customers.
Our claims associates have been realigned so that we can ensure that our agents and customers are working with those specialized in that line of business. We made significant strides in improving our ability to handle claims digitally last year, using damage documentation and analysis applications, inspection-free estimates and leading-edge repair programs that appeal to digital-savvy customers and make us more operationally efficient.
During the fourth quarter, we launched our pilot of Fast Track claims for auto, which streamlines the claims adjustment process by providing services and proactively problem solving during the first notice of loss. This reduces customer effort and cycle time, improves satisfaction and leads to a lower claim cost.
We will continue to look for and leverage partnerships with strategic vendors as well as innovate across all lines to enhance the customer experience.
The bottom line is that we are dedicated to being there for our agents and customers in the moment of truth. We exist to provide peace of mind and protection during life's unexpected events.
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