Making sure obtaining a payout from a life insurance policy does not make a testing time even harder
“When a loved one passes away, a whole ecosystem needs to be taken into account if we are to live up to our goal of putting people first.”
Virginie Morreeuw,
Project Manager, Customer Experience and Information Systems
It is never easy to lose a loved one, and the numerous administrative formalities can bring additional complications. CNP Assurances’ fully digitalised “e-beneficiary” pathway streamlines life insurance policy payouts. Beneficiaries can complete all the necessary steps online, 24 hours a day, on any platform, and submit all the documents required to set the payout process in motion. Every step of the way e-beneficiaries can draw on support from a tutorial, user guide, chatbot or dedicated hotline, making the process as people-friendly as possible. The solution also saves time, avoids mistakes, speeds up the payout process significantly and tracks progress in real time. The project was designed jointly with customers by a panel of CNP Assurances experts and up-and-coming startups.
The next step… CNP Assurances is working on ironing out any remaining kinks between the various parties involved - the town hall, the funeral director, the notary, the tax office and insurance companies’ investigators.
Every aspect of the e-beneficiary pathway given close scrutiny
“We adopted the fully immersive Inside Customer Experience approach in which beneficiaries and employees are brought together to listen to each other and discuss ideas, all with a view to articulating the best possible pathway together.”
Olivier Jamot,
Head of Strategic Marketing
“UX designers step into the user’s shoes and create the online pathway. At every stage, they ask themselves : Is the layout as intuitive as it possibly could be ? Can the steps be easily understood by a non-specialist ? Is the visual interface simple and user-friendly ?”
Vanessa Didriche,
UX designer, studio com
“The chatbot provides beneficiaries with the first-level answers very rapidly. The younger generations use it as a search engine, simply by entering key words, and it works !”
Yohann Denéchère,
Bot Coach
“Throughout the project, we thought of beneficiaries and also provided support and guidance for all the employees involved in the service - beneficiary relationship agents, call-centre operators, sales advisors - to make interactions as warm and empathetic as we can.”
Vladimir Micetic,
Customer Service and Digital Projects, Angers
300,000 beneficiaries p.a. on average managed by CNP Assurances