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Insurance 8.6 enhancements

Suggest edit Updated on September 17, 2021

Pega Customer Service for Insurance 8.6 includes the product enhancements that are described in this section.

For information about all customer service enhancements, see Pega Customer Service 8.6 enhancements.

Personal Auto Claim Status Inquiry Microjourney

By using the Personal Auto Claim Status Inquiry Microjourney™, customers can subscribe to or unsubscribe from notifications from a self-service channel and receive an e-mail or SMS on the status of their claims. This drives adoption of Digital-First (Self-Service) Channels to handle low complexity inquiries, eases service volume, and helps reduce implementation costs and timelines, both internally and externally. This Microjourney demonstrates how Pega Customer Service for Insurance cuts costs and streamlines service.

For more information about this Microjourney, see Personal Auto Claim Status Inquiry Microjourney.

Handling inquiry events without Pega Customer Decision Hub

If you did not procure a Customer Decision Hub license, you can still extend and use the Inquiry Deflection report.

For more information on how to handle inquiry events without Pega Customer Decision Hub, see Personal Auto Claim Status Inquiry Microjourney. This section provides information on capturing the number of customer inquiries related to different entities, such as claims and policies, as well as how to create a deflection report that shows the effectiveness of self-service, proactive, or preemptive service.

Note: The Enable Customer Decision Hub option in the Suggested actions section in App Studio is toggled off by default.

New email template

Numerous email enhancements allow CSRs to be more efficient in how they manage their email assignments and make it easier to compose a response while reviewing customer needs. The new email template has the following improvements:

  • Automatically send intake and resolution notifications for cases created with new case type templates. The new case type templates and some out-of-the-box case types (see the Pega Customer Service Implementation Guide for a list of case types) include the new, optional Send intake and Send resolution notifications, which you can modify. For more information, see "Modifying the Send intake and Send resolution notifications" in the Pega Customer Service Implementation Guide.
  • Standardized and customizable headers and logos - Customer Service Administrators can now upload a standard logo, with height and width standardized to fit the email message. The logo can also be customized on a per-application basis.
  • Organization-wide disclaimers - Customer Service Administrators can now add custom disclaimers to email messages.

To support streamlined updates and consistent features, the following service cases now use the new email templates:

  • Personal Auto Claim
  • Update Billing Frequency
  • File a Complaint
  • Add Driver
  • Travel Quote
  • Book a Hotel
  • Travel Claim

New Confirm harness replaces old Confirm harness

A new Confirm harness now provides the user interface that CSRs see during case resolution. The new Confirm harness has the following improvements:

  • Easier to modify and extend
  • Simpler, more streamlined interface
  • Insurance-appropriate interface.

New case types created from a template automatically use the new Confirm harness. If you are updating from an earlier version, and your existing confirm harness has customizations that you still require, a switch in the Case processing options will persist in your old confirm harness.

The new interface includes a wrapper for coaching tips and dialogs, a configurable confirmation message that shows case status, and a configurable content section that shows the CSR the next steps and assignment information for the case. For more information about the new Confirm harness, see Configure Confirm harness.

To support streamlined updates and consistent features, the following service cases now use the new Confirm harness:

  • Address Change
  • Update Billing Frequency
  • File a Complaint
  • Add Driver
  • Travel Quote
  • Book a Hotel
  • Travel Claim

Rules modified to remove overrides and use extensions instead

To support faster, more consistent implementations and updates, the Pega Customer Service for Insurance application is modified to remove overrides to locked Pega Foundation for Insurance and Pega Customer Service rules, and instead use the out-of-the-box rule extensions.

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