Improving NPS scores by 40%
The need to gather information from your customers for simple but critical things like their last day worked or their estimated return to work date can be a long and tedious process. Unum found that this manual process spanned:
Spanned 3 weeks on averageRequired 6 attempts by phoneBy modernizing their customer experience through deploying a digital-first strategy, Unum was able to reduce claim processing times from weeks to hours, with 50% of customers completing the process within 5 minutes.
Recognized by IDC with a 2022 Best in Future Customer Experience Award, Unum has paved the way for insurers to digitally process critical conversations such as First Notice of Loss (FNOL) through automated text and other asynchronous channels, instead of traditional voice phone calls.
85%
opt-in engagement rate
90%
completion within 1 hour
50%
completion within 5 minutes
42%
of outbound calls eliminated
