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Insurance 8.5 enhancements

Suggest edit Updated on April 16, 2021

Pega Customer Service for Insurance 8.5 includes the product enhancements that are described in this section.

For information about all Pega Customer Service enhancements, see Pega Customer Service 8.5 enhancements.

FeatureDescription
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.
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.
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.
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.
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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