Legal & General America (LGA) now has the capability to travel around the US in the pockets of its insureds. Yes, you read that right. And no, this isn’t some magic trick.
The life insurer has partnered with two pioneering technology firms - Walletron and SmartAction – to delve into the realm of on-the-go smartphone business and billing. The Walletron billing solution enables LGA customers to receive bill notifications, past due notifications and issue payments for their premiums via the mobile wallet applications on their smartphones.
In a similar bid to “simplify customers’ lives,” SmartAction uses advanced
AI technology and Natural Language Processing (NLP) to deliver intelligent customer self-service in voice and digital channels, including phone, web chat, SMS text message, Facebook Messenger, and Skype.
“We approached these partnerships with our customers in mind. We’re always trying to think about how we can make their lives easier and make our services more convenient for them,” explained Jackie Morales, senior vice president and chief operating officer at LGA. “We know how busy our customers are, so by making it easier and faster to view bills, pay premiums and communicate with customer service, we’re freeing up valuable time so they can focus on things that are most important in their lives.
“What’s great about the Walletron and SmartAction capabilities is that they enable us to be in our customers’ pockets. The smartphone is at the center of many Americans’ lives, and now we’re in that smartphone and can be with our customers when they need us to be.”
This digital partnership announcement is
hot on the heels of LGA’s launch of SelfieQuote in 2017 – a fun tool that enables prospective LGA customers to submit a selfie and receive a life insurance quote based on advanced facial analytics technology.
“Life insurers in the US have never been particularly quick to innovate, but the time has come for us to do the right thing by our customers, and make that digital transformation – and we at LGA want to be a leader in that,” Morales told
Insurance Business. “We’re fortunate in that we have a strong digital presence in our DNA as part of Legal & General Group. We have a lot of creative and talented people who are always working on solutions to help us lead the way, and we don’t have legacy businesses or systems holding us back, like many of our competitors do.
“At the end of the day, insurance remains a people business. We want to make it easy for our clients and distribution partners to do business with us. With new technology, the customer is just a click away. If we can make life insurance something that people understand and value, then I believe LGA will continue to grow, with technology supporting us in that very personal business that is life insurance.”
Walletron and SmartAction are available to LGA customers now.
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