Development of CRM systems for the insurance industry

The modern insurance business is a constant balance between customer trust, speed of service and legal accuracy. Insurance agents process large amounts of data, policies and applications on a daily basis, and customers are becoming more and more demanding of service. To remain competitive, companies must fine-tune the processes of interaction with customers, quickly adapt to market changes, but it is difficult to do this without digitalization. Automation of the work of an insurance company is not only about accuracy and convenience, but also about a strategic advantage.

If you want to implement a powerful tool that optimizes the key processes of your business, ensures the transparency of all operations, reduces the burden on employees and improves service, you need to order the development of CRM for an insurance company from AVADA MEDIA. Our specialists create management systems from scratch and adapt ready-made solutions to the individual needs of the business. With us, you can focus on the main thing – your customers,  and increase profits.

CRM is a program for automating insurance agencies, which helps to properly organize their work: simplifies the management of the client base, maintains document flow and reduces the time for processing applications. This is a comprehensive tool that allows you not only to manage insurance products, but also to improve the quality of customer service, anticipate their needs and quickly respond to requests.

A CRM system for an insurance company opens up a number of opportunities for agents and managers. Thanks to automation, there are more satisfied customers, and profits are growing. Let’s consider what functions  an online platform for insurance agents  can take.

Customer Base Management

A CRM system for an insurance company stores the history of requests, tracks the stages of interaction, and generates personalized offers. With such a program, you can manage all aspects of customer interaction: from the first contact to the renewal of the contract.

Document workflow automation

Generation and sending of contracts, policies, settlements, acts – with a high-quality custom CRM, insurance will take place in a few clicks. Instead of you, the system can keep records of policies, insured events and payments, monitor the terms of contracts.

Sales control

The program for insurance agents helps to track sales funnels, analyze the effectiveness of marketing activities, evaluate results, predict customer needs based on data and offer them optimal insurance solutions.

Effective team management

CRM for insurance companies gives managers full control over the work of agents, their tasks and results. They can monitor the workload of employees, effectively distribute and plan tasks, and assess the productivity of the team.

Auto-renewal of insurance policies

Timely renewal of contracts is the key to a stable income for the insurance company. CRM can automatically remind the client of the need for renewal, offer updated conditions, and even generate contracts online. This minimizes customer loss, increases customer retention, and makes the customer journey as easy as possible.

Unified contact database

CRM for an insurance agent provides centralized storage and systematization of information about customers, partners and counterparties, providing quick access to information. Customer segmentation, automatic sending of notifications and reminders do not allow customers to be missed.

Reporting

Automatic generation of reports on sales, customers, insured events and other indicators frees up time and minimizes the likelihood of errors. Your own management system provides access to detailed reports on your agency’s work, helps you identify trends and make informed decisions.

Mobility

Insurance agents often have to work outside the office – in meetings with clients, on-site visits, and on the go. This requires constant access to the data. The mobile version of CRM allows employees to always have information about policies, requests, customers, and insurance events at hand. They can respond quickly to requests and be in touch anytime, anywhere.

A smart approach to insurance

AI integration into a CRM system automates routine tasks and opens access to in-depth analytics. Artificial intelligence algorithms predict customer behavior, identify fraud attempts, and suggest relevant insurance products based on previous interactions. For example, the system can automatically offer the client an extension of the policy or cross-insurance without the participation of a manager.

Flexible configuration of access rights

CRM allows you to configure access levels in detail: one can edit, another can only view, and the third can work with certain data blocks. This increases the security and transparency of internal processes.

Advanced Data Protection

We take a comprehensive approach to ensuring data protection in CRM. All data stored in the program and transferred between its components is securely encrypted using modern cryptographic algorithms. And two-factor authentication protects against unauthorized access.

Personalized approach

CRM saves the history of requests, insurance events, customer preferences, so that each agent can provide a better and more personalized service. Customers feel attention, care, become more loyal to your insurance company and see no reason to go to your competitors.

Scalability without limits

Individual development of a CRM system allows you to easily scale your business: connect new departments, add users, and open new insurance areas. Thanks to the modular architecture, it is possible to implement additional functions without global changes to the program.

Integration with other systems

With an individual CRM system, insurance companies can create seamless integrations with the website, mail, telephony, online payment, and banking services.

Insurance automation becomes a critical necessity when routine tasks are time-consuming, applications are processed late, and important information is lost due to disparate communication channels.

If you miss customers due to delays, drown in paperwork, use several different programs, and can’t quickly find the information you need, then it’s high time for you to order the development of CRM for insurance agents. When a company strives for growth and development, but cannot effectively manage the flow of data and processes, this program will combine everything in one place and make work easier and more efficient.

Individual development of a CRM system for the insurance business can include both a basic set of functions and advanced modules – more complex mechanisms of analytics, automation and partnership. It is up to you to decide what kind of structure your company needs at this stage.

Basic CRM modules include:

• customer base management – storage of contact information, history of interactions, customer cards with policies and requests, quick search by parameters (TIN, policy number, date of birth, etc.);
• work with documents – execution, renewal and cancellation of contracts, policies and acts, automatic filling of document templates;
• registration of insured events – fixation of appeals, attaching photos and documents, tracking the stages of consideration;
• distribution of incoming requests between agents, reminders, statuses (accepted, pending, paid, etc.);
• control of each stage of the sales funnel, renewals and new deals;
• basic reports on requests, sales, employee efficiency;
• Integration with telephony, email, instant messengers and website.

Advanced modules that can be implemented as your business grows:

• analytics and BI dashboards for visualizing KPIs and forecasts, behavioral analysis of customers;
• internal communication on the platform and comments in cards;
• integration with EDS and banking services for signing documents online, automating payments and checks, accounting and ERP systems;
• scenarios and triggers, custom business rules;
• knowledge base – built-in instructions, video tutorials, training and assistance for new employees, quick access to regulatory documents, FAQs and methods;
• modules for working with brokers and partners: commission accounting and contract control, notifications of delays;
• artificial intelligence for automatic calculation of insurance premiums, processing applications, assessing insurance risk based on historical data;
• voice and chatbots for the first line of support;
• Management of multiple points of sale, branches and franchises in a single space.

Such a modular approach allows you to gradually implement a CRM system, gradually adding functions for the specific tasks of an insurance company – from retail insurance to corporate contracts and managing a partner network of insurance brokers.

CRM for an insurance company will become your intelligent assistant, accurately assessing the potential of each client. By receiving data from internal and external sources, it allows policymakers to predict the profitability of each customer and make informed decisions about customer retention, pricing, and service priorities.

The assessment of the client’s profitability in the management system is formed taking into account several factors:

• the volume and frequency of insurance premiums, that is, all policies purchased by the client, their cost, validity periods and conditions;
• history of losses and payments for insured events, amounts of compensation, frequency of incidents;
• the duration of the relationship with the company – the longer the client stays with you, the higher his LTV and the lower the likelihood of changing the insurance company;
• service costs – settlement of losses, legal and consulting services involved in the process;
• cross-selling potential. CRM evaluates what additional services or policies can be offered to the client based on data about him, and also records how willingly the client purchases them.

So, the system can assign an individual rating of profitability or reliability to the client, which is then used in automatic triggers. By segmenting potential buyers by a comprehensive assessment or individual indicators, you can personalize interaction with them – offer special conditions, discounts, inform about new products and extensions of current policies.

CRM integration capabilities for an insurance company largely depend on the type of insurance services provided. The flexibility of a custom CRM allows you to adapt the system to the specific tasks of each insurance product.

• Life insurance in CRM requires integration with state and medical registries, risk assessment modules, mailing services, and predictive analytics. The system tracks the client’s life events (for example, the birth of a child) and offers personalized insurance products.
• Health insurance involves obtaining data from clinics, laboratories, electronic medical records, and the E-health system, as CRM must track requests, automatically calculate coverage, and offer relevant policies to the client.
• Car insurance in CRM requires connection to the databases of the Ministry of Internal Affairs, technical centers and loss assessment platforms. The system analyzes the car brand, driving history, offers CASCO/OSAGO calculations and notifies about the renewal dates.
• Mortgage insurance to automate the issuance of policies and interaction with developers requires CRM integration with banks, cadastral registers, real estate valuation systems and document processing services.
• Travel insurance in CRM involves connecting to booking services, tour operators, and risk calculation systems by region. It allows you to quickly issue policies and track their validity depending on the route and purpose of the trip.
• Corporate insurance requires CRM integration with HR systems, accounting and internal ERP. This allows you to issue policies for groups of employees, take into account benefits, limits and automate internal approvals.

CRM development for an insurance agency is a multi-stage sequential process in which each decision affects the result. Let’s consider the main stages of creating a system.

1. Analysis and definition of goals

At the first stage of development, a detailed analysis of the needs of the insurance company, current business processes, problem points and expectations from the system is carried out. It is important to take into account the specifics of the insurance business: a large amount of documentation, the need for integration with external services – electronic signatures and banking systems, as well as increased requirements for data security.

2. Terms of reference

Based on the analysis, a technical specification is developed that describes the requirements for the system. It outlines the key functions of CRM: customer base management, workflow automation, integration with third-party systems, reporting, as well as performance and security requirements. The technical specification serves as the basis for further stages of development and guarantees that the system will meet all the customer’s criteria.

3. Design and prototyping

Design and prototyping is the stage of visualizing the structure and functionality of the future system using interactive mock-ups. Prototypes of the main screens allow you to see and test the convenience and functionality of the program, make adjustments before the start of development.

4. Development of UX/UI design

UX/UI design development is the creation of a visual shell of the system. It is important that the interface is equally understandable for all users. The design should include elements that simplify the work with the customer base: creating policies, processing applications, and maintaining reports. Visualization of the process of applying for and obtaining an insurance policy should be as clear as possible, with clear instructions and a minimum number of steps. Insurance agents often work outside the office, traveling to the sites of insured events and meetings with clients, so the CRM design should be adaptive so that the program can be used on any device. The design should correspond to the corporate identity of the company, look modern, harmonious and original.

5. Creating a program

Using programming languages and technologies, libraries, and frameworks, programmers write code for the frontend, which is the interface that the user interacts with, and the backend, which is the backend that processes requests and manages data. Also, at this stage, databases are integrated that store information about customers, policies, insured events and payments. The task of the developers is to ensure the high speed of the CRM system and data protection, since insurance companies work with personal information.

6. Testing

This is a mandatory stage where QA testers check the performance of all program functions, performance, security, and the correct operation of integrations. The user-friendliness of the interface and its compliance with user requirements are also evaluated. The purpose of this stage is to identify and fix errors before the program is put into operation.

7. Release and implementation in the company

This stage includes installing CRM on the company’s server, setting up all integrations with external systems, and training employees. It is important that the system is implemented with minimal delays in operation, and the transition process is gradual. Detailed instructions and trainings are created for users so that they can quickly start working with the new system.

8. Support and development of the project

This stage includes solving user problems and questions, updating the system, adding new features, mobile applications for agents or integrations with new external services, and optimizing the program. Regular security updates prevent data breaches and ensure compliance with new legal requirements.

Automation of the work of an insurance company is not just a tribute to digital transformation, but a necessity to increase efficiency and competitiveness. CRM for an insurance company is a tool that makes interaction with customers accurate, prompt and personalized, and the work of insurance agents is as productive as possible.

AVADA MEDIA is your reliable provider of services for the individual development of CRM for insurance agents and their comprehensive support after implementation. We know how important accuracy, security and speed are in the insurance industry, and we can offer a solution that fully meets the current requirements of your business. Our CRM systems automate processes, increase agent productivity, and improve customer service. Ordering CRM development from scratch from us means investing in a powerful and flexible tool that will provide you with a sustainable competitive advantage in the insurance market.