Effective insurance customer management helps P&C insurers and MGAs deliver a more convenient, connected experience across the policy lifecycle. From quoting and onboarding to self-service, billing, communications, and claims, ISi gives small to mid-tier insurance organizations the tools to manage policyholder interactions while reducing routine administrative work.
The Unified Application (UA) for Frictionless Customer Onboarding
Acquiring new customers requires a streamlined data collection interface. ISi is insurance software that utilizes the Unified Application (UA) framework to create a highly flexible, consumer-friendly quoting experience and streamlined insurance customer management. The UA’s responsive web design renders perfectly across desktop monitors, tablets, and smartphone devices.
This omni-channel architecture allows insurance companies to use the same rating and validation engine for internal underwriters, independent agents, and direct-to-consumer websites.
By utilizing dynamic menus, integrated third-party data prefill, and clear data-entry widgets, the UA ensures a frictionless binding experience. The application process also includes integrated electronic signatures (e-sign) and automated verification codes sent directly to an applicant's phone or email during the quote.
Self-Service Customer Management via the Policyholder Portal
At the core of ISi’s insurance customer management capabilities is the dedicated Policyholder Portal. To maintain the highest level of user and data security, the portal operates completely independently of the core ISi underwriting codebase, communicating only via secure, encrypted web services.
The policyholder portal acts as a secure hub where insureds can self-manage various aspects of their insurance policies, significantly reducing routine administrative inquiries and easing the burden on an insurer’s customer service team.
Upon logging into the mobile-optimized dashboard, policyholders are greeted with an at-a-glance summary of their active policies and a complete Policy Payment History.
Through the My Documents section, insureds can independently view, download, or print critical files generated by the core system, such as policy declarations pages, ID cards, and invoices.
Express Options to pay or print an insurance ID card are available without having to log in.
The policyholder portal serves as an interactive hub for the insured, allowing them to instantly update primary and secondary contact methods (email addresses and cell phone numbers), securely process credit card or EFT premium payments, and manage their login credentials.
Automated Communications and Paperless Workflows
Successful insurance customer management must include omni-channel communication. ISi integrates document delivery with user contact preferences.
Policyholders can use the portal to easily opt into paperless document delivery. When enrolled, the system automatically sends an electronic notification via email, text message (SMS), or both, alerting the customer that new documents are available for review online.
This paperless capability saves carriers significant postage costs while allowing insureds to manage their accounts instantly without waiting on hold with a service representative.
To ensure complete transparency, the core ISi system maintains a Policy Message Log, which tracks the subject, date, and recipients of automated emails and verification texts sent to the insured, providing a clear audit trail of all electronic customer touchpoints.
Billing Tools and Transparent Billing Ledgers for Fast Answers
When a policyholder has a question about a balance, ISi provides answers with complete financial transparency through its detailed Billing Transaction Ledger.
The billing ledger meticulously breaks down every premium charge, fee, installment, payment allocation, and cancellation adjustment. This allows customer service representatives to easily walk customers through exactly how their current balance was calculated.
Claims Management Support
Customer loyalty is tested most during a loss, and claims management is most important.
ISi provides a robust Claims Management module, in which adjusters track every detail starting from the First Notice of Loss (FNOL) until a claim is resolved. The system also allows adjusters to send claim status messages and documents back to the insured via the Policyholder Portal, keeping the customer informed in real-time.
Internal users can instantly log phone calls, upload photos, generate letters to claimants, and track detailed diary notes.
ISi goes beyond standard policy administration. It provides small and mid-tier organizations with the automated technology they need to deliver an enterprise-grade customer management experience while maintaining lean internal operations.