A few weeks back, we were bursting with excitement about our customers being able to generate a Proof of Insurance on our website – in seconds, without needing to talk to an agent. We’ve continued to add functionality to our secure website – and starting this week, have eliminated the need for our customers to call in when they need to change their payment info.
Now, whenever a customer’s payment fails, we send them an email with a link to update their card or retry their payment. The customer simply needs to log in, input their new card information, and confirm payment. Instead of getting the run around.
This may seem like a small step – but it’s a significant one because payment info changes are one of the biggest reasons for customers to reach out to us. Of course, we are happy to talk and help – but we also want to give customers an option to make changes to their payment method in seconds, in the middle of the night, while in line of the supermarket, without needing to talk to us.
We aren’t stopping here – we are working to continue adding capabilities to the Next Insurance site. The team is thinking through all the reasons customers are calling us for (changes to coverage, cancellations, common questions) and figuring out ways to enable self-service for all of these.
Stay tuned for more exciting announcements! And, if you’ve had a chance to use our site already, we’d love to hear your feedback – leave us review here or drop us a note at firstname.lastname@example.org.