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Capgemini Insurance Connect Helps The General Insurance Enhance the Customer Experience

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Capgemini Insurance Connect Helps The General Insurance Enhance the Customer Experience

January 11, 2016
By Steve Anderson
Contributing Writer

Those not familiar with The General line of car insurance are missing out on some fairly cute commercials involving the line's mascot singing the jingle in march format. The General itself, however, is about more than inexpensive car insurance and adorable mascots, as it's brought out the Capgemini (News - Alert) Insurance Connect platform to help drive better service along with its low prices.

With Capgemini Insurance Connect, The General gets a new claims system, which for its users should prove very welcome. The General was out to replace its previous claims system, a legacy holdover, and Capgemini's system looked to fill the bill. Now, claims should move more smoothly through the system, offering up insight on how people use insurance that may ultimately make for some changes in future policy offerings. Smoother claims processes also mean better customer service, and that helps ensure that the customers already in The General's camp will remain. Additionally, those happy customers are likely to make note of The General's services to those who are looking for car insurance, meaning a potential for new customers to step in on the strength of very positive word of mouth.

Capgemini is hosted on Amazon Web Services (News - Alert) (AWS) and comes configured in advance for specific markets.  This helps ensure that only the features that are most useful and desirable will make it into user hands. That in turn means less waste, and a better overall purchase.

Capgemini Financial Services vice president Mahendra Nambiar offered some comment, saying “For mid-to-small insurance carriers, the complexity of building and maintaining the diverse portfolio of technology  to support the rapid pace of business change have hindered return on investment. Capgemini developed Insurance Connect to give insurers, like The General, a quick, flexible, and cost-effective solution to rapidly implement a portfolio technology solutions to enable them to focus their resources on driving value for their customers and building their brands.”

The real advantage to The General, and those other firms bringing in Capgemini's services, is being touted as versatility. Capgemini notes that with its tools insurers can set up a multi-channel experience for customers easily and quickly.  This has become increasingly important as multi-channel interactions have move from business nicety to necessity for enhancing the user experience. Customers get access to several different means to make contact, insurers using it get access to more data about customers which can be used to adjust product. And, as has been proven in the market all of this translates into increased customer retention for insurance companies with demonstrable impact on the bottom line. 

Edited by Peter Bernstein

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