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Case Study: Improving Claimant Engagement

Learn how Unum improved their claimant engagement experience

Improving NPS scores by 40%

Video: Unum shares how they did it
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The problem

An all-too-common challenge

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:

  • check markSpanned 3 weeks on average
  • check markRequired 6 attempts by phone

By 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.

What can you achieve?

The results of Unum’s digital-first claimant engagement strategy:

85%

opt-in engagement rate

90%

completion within 1 hour

50%

completion within 5 minutes

42%

of outbound calls eliminated

40%

increase in NPS score