Beyond Insurance: Service Administration

Traditionally, insurance providers have operated a binary service: approve or deny a claim. But today’s customers expect far more personalised services and support. A renewed focus on the importance of the customer experience is driving a new era in insurance, and early adopters are already offering preventative and after–care services in combination with classic insurance covers. 

Imagine you buy a new bike and take out an insurance policy to cover theft. Some months later, your bike is stolen, and your insurance pays out on the policy. Of course, you’re happy that your insurance company paid out, but this alone does not rectify your loss. You must now go through the process of buying a bike again, hoping it is still available at the price you originally purchased it.  

But what if it isn’t available anymore? Or what if that bike is now more expensive?  

These are problems that, until recently, fell outside the remit of insurance providers. But that is changing quickly, and providers looking to maintain a competitive edge over the next decade would do well to embrace service administration with open arms. 

Service Administration 

What is it and why is it so important to the future of insurance providers? 

To understand the importance of service administration, let’s look to a real world example of a young and fast growing company selling e-bikes. The company is Dutch based VanMoof, often referred to as the Tesla of bicycles, who sell their cutting edge and hugely popular e-bikes globally.  

VanMoof offers an insurance policy that guarantees to replace your stolen bike up to a total of three times over three years – a great cover, but they don’t stop there. Where VanMoof proves to be a guiding example to insurance providers, is in their theft-prevention and after-care service – or what is often referred to in the insurance industry as ‘concierge services’.  

If your bike is stolen, VanMoof will send a dedicated team onto the streets to track it down and return it to you, only replacing it if they fail to find it. And to make the process as customer friendly as possible, this service can be initiated with the single button press of the rider’s smartphone.  

Keylane’s Axon platform fully supports Service Administration functionality 

Axon makes it simple: one sale, one system 

We have built all the functionality into Axon that an insurance provider requires to effortlessly sell non-insurance services with standard insurance covers, and all in the same sale.  

Let’s consider another, more common example: you sell car insurance, and on top of that, would like to offer a fast response, replacement car delivery service in the event of a customer’s breakdown or accident. Axon fully supports the VAT tax administration for you, and in the single click of a button ensures you report accurately to the tax authorities, for both insurance covers and non-insurance services. With such functionality, the sky is the limit in terms of what new services you can sell alongside your standard insurance covers, further enabling you to modernise your product offerings and satisfy the needs of today’s and tomorrow’s policy holders.  

Customer Experience 2.0 

Customers are growing expectant of these preventative and after-care services, and will soon expect concierge services as a standard offering when investing their time, money and loyalty in a company’s products or services. It is safe to say these expectations will continue to increase, and those insurance providers who resist will struggle to remain competitive over the coming years.  

The future of insurance providers lies in becoming agents of empathy that put the customer experience above and beyond all else. But to offer concierge services, providers need the right tools. 

At Keylane, we are confident in saying we have the right tools.  

About Keylane

Keylane is a leading SaaS platform provider for the insurance and pension industry. Keylane empowers the insurance and pension industry to transform their business and achieve their goals through innovative solutions that redefine how insurance software works. Over 225 clients across Benelux, Nordics and DACH regions run their business on Keylane platforms. 

For more information email contact@keylane.com or get in touch with one of our local offices.