Make Payment Microjourney | By using the Make Payment Microjourney™, customers can make a payment on one or more of
their policies from a self-service or assisted channel. Payment options include selecting the amount to pay, selecting the payment date (including
immediate payment), paying the minimum amount due immediately, and
setting up an automatic payment schedule. Payment methods include
credit card and bank payments. New layout templates make it possible for business users to modify
this Microjourney in App Studio. In addition, you can select the
Make Payment case type as a template when creating a new case
type. For more information about this Microjourney, see Make Payment Microjourney -
Insurance. |
New Policy Inquiry Microjourney | With the new Policy Inquiry Microjourney, CSRs can quickly compare old and new policy
information and pricing to better support customers with questions
about changes to the policy premium. Two comparisons are
available: - Compare current policy to previous policy
- Compare current policy to new policy upon next renewal
New layout templates make it possible for business users to modify this Microjourney in
App Studio. In addition, you can select the Policy Inquiry case type
as a template when creating a new case type. |
Policy loan improvements | The Policy Loan service request type has numerous improvements to
make the process more efficient and consistent, and to enhance
self-service capabilities. - The interface has a new check box to calculate the estimated
amount of tax on the loan amount.
- A single case can include multiple policies. You select the
policies to which loans apply, and then select the loan
amount for each policy.
- The web self-service and mobile channels now support this
service request type.
- Improved user interface with the use of templates for better
layouts and readability.
- The address fields are modified to use a consistent set of
platform-provided address properties that can collect
address data for any country.
- This service request type can be started and saved in one
channel (for example, from the mobile channel), and finished
in another channel (for example, from the Interaction
Portal).
- Duplicate case checking in all channels. If a duplicate case
is found, you can continue the previously started case, or
discard the started case and start a new one.
- DocuSign support for customer approvals is supported from
all channels, including requests that apply to multiple
policies.
- New layout templates make it possible for business users to
modify this case type in App Studio.
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Surrender policy improvements | The Surrender Policy service request type has numerous improvements
to make the process more efficient and consistent, and to enhance
self-service capabilities. - A single case can include multiple policies. You select the
policies that you want to surrender, and then you select the
surrender reason for each policy.
- If the reason for a surrender is Need
cash, the application asks if the user wants
a policy loan instead.
- Improved user interface with the use of templates for better
layouts and readability.
- Address fields now use a consistent set of platform-provided
address properties that can collect address data for any
country.
- Duplicate case checking in all channels. If a duplicate case
is found, you can continue the previously started case, or
discard the started case and start a new one.
- DocuSign support for customer approvals is supported from
all channels, including requests that apply to multiple
policies.
- New layout templates make it possible for business users to
modify this case type in App Studio.
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Change Beneficiary improvements | The Change Beneficiary service request type has numerous improvements
to make the process more efficient and consistent, and to enhance
self-service capabilities. - A single case can include multiple policies and
beneficiaries. You select the policies for which you want to
change information, and then you modify beneficiary
information for each selected policy.
- The web self-service and mobile channels now support this
service request type.
- Improved user interface with the use of templates for better
layouts and readability.
- Address fields are modified to use a consistent set of
platform-provided address properties that can collect
address data for any country.
- This service request type can be started and saved in one
channel (for example, from the mobile channel), and finished
in another channel (for example, from the Interaction
Portal).
- Duplicate case checking in all channels. If a duplicate case
is found, you can continue the previously started case, or
discard the started case and start a new one.
- DocuSign support for customer approvals is supported from
all channels, including requests that apply to multiple
policies.
- New layout templates make it possible for business users to
modify this case type in App Studio.
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Report a Death Claim improvements | The Report a Death Claim request type has numerous improvements to
make the process more efficient and consistent, and to enhance
self-service capabilities. - The Smart Email feature now automatically creates a Report a
Death Claim case when a beneficiary reports a death
notification by email. The email subject or message must
contain the relevant keywords and the policy number. The
Smart Email feature reads the required case data from the
attached PDF death certificate.
- A single case can include multiple policies. You select the
policies to which the claim applies.
- The web self-service and mobile channels now support this
service request type.
- Improved user interface with the use of templates for better
layouts and readability.
- The address fields are modified to use a consistent set of
platform-provided address properties that can collect
address data for any country.
- This service request type can be started and saved in one
channel (for example, from the mobile channel), and finished
in another channel (for example, from the Interaction
Portal).
- Duplicate case checking in all channels. If a duplicate case
is found, you can continue the previously started case, or
discard the started case and start a new one.
- New layout templates make it possible for business users to
modify this case type in App Studio.
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Additional changes for Pega Customer Service | Pega Customer Service for Insurance
8.5 includes these additional
insurance-related modifications: - For case types that use DocuSign, the user interface is improved
to make it clear that the case requires either a physical
document or an online document, and not both.
- The Make Payment and Report Incident case types now include
email reminders.
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