Deliver Consistent Omnichannel Policyholder Engagement with The Conversation Cloud™

Provide connected digital experiences that are simple and easy to use. Deliver secure, scalable, business-driven policyholder engagement.

Be there when and where it matters.

Enabling insurers to foster better conversations with customers

Smart Communications is helping insurance companies to improve customer engagement thanks to its leading conversation platform, The Conversation Cloud™.

There’s an oft-repeated sentiment in the insurance industry: nobody takes out insurance cover for the love of making a claim. When a customer needs to submit a notice of claim, there’s a loss that has occurred – a bereavement, a vehicle out of action, a family home razed to the ground.

“Often the claim is the first interaction with a policyholder and it can be a make-orbreak moment,” says Ruth Fisk, VP Insurance Strategy for Smart Communications.

“Claims professionals must juggle the many expectations of today’s consumers. They must be able to balance the right approach for the customer as an individual with personalisation proving key to the interaction, but they also must be able to deliver messages via a customer’s preferred channel.”

Although insurers are making progress towards better digital experiences, consumers bring expectations from the outside in. They want customer-centric service, a responsive claims agent, and the same level of simplicity and personalisation that they get from Netflix and Uber.

Fisk explains: “Nowadays, we can get nearly anything we want at the touch of a button except, perhaps, most insurance products. Legacy applications and age-old practices have made it challenging for insurers to make it simple and quick for consumers to purchase insurance cover or to pay a claim. This often prohibits them from delivering rich and sustainable customer experiences, hampering their ability to attract and retain new business.”

There’s no better time for insurers to accelerate change. Smart Communications’ conversation platform, The Conversation Cloud, empowers insurance carriers to create consistent and engaging experiences with their customers. It’s trusted by more than 250 insurance companies to enable smarter conversations and realise digital transformation at scale.

The Conversation Cloud empowers insurers to transform their core operational functions across policy, billing and claims. It enables them to connect with core systems like Guidewire’s InsuranceSuite, increasing efficiency and improving user experience. And it utilises e-signature platforms like DocuSign and OneSpan to create a seamless, end-to-end connected experience – even in the parts of the claims journey that insurers thought were too difficult to improve.

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Here’s How

Amanda Blanc

Amanda Blanc is the Group CEO of Aviva, the UK’s leading insurance business with 18.5mn customers and more than 300 years of insurance heritage. She started her career as a graduate at one of Aviva’s ancestor companies, Commercial Union, before rejoining Aviva as CEO in July 2020 after several successful executive roles at Zurich, AXA and Towergate Insurance. Blanc has also previously served as Chair of the Association of British Insurers.

As CEO, Blanc has narrowed Aviva’s priorities, successfully divesting eight noncore businesses and challenging the group to focus on its core markets in the UK, Ireland and Canada. Now, she is committed to environmental transformation: Aviva was the first major insurer in the world to target net zero by 2040.

As well as making it to the top of our list, Blanc has been recognised on the Financial Times’ list of the 25 most influential women of 2022, as well as being named Sunday Times’ business person of the year.