Helping to Improve the Insurance Policyholder Experience with AWS Cloud

challenge

Innovating with Technology For Greater Customer Service Experience

CRS Temporary Housing, a top-tier Additional Living Expense (ALE) services provider for insurance carriers, had a vision to innovate their business operations by implementing next-generation technologies further to do-more-with-the-same costs. Their operations support policyholders who were experiencing short to long-term temporary housing due to conditions in their residence that left it uninhabitable such as fire, storm, earthquake, hurricane, tornado or plumbing damages. While leading the industry in services, their existing operations and systems could not support the projected growth of their business. For CRS, this led to an investment in their future to refine, improve and implement new processes and leverage cloud technologies for their infrastructure, along with new systems designed to leverage these cloud services. Their vision was an improved business operation velocity and quality while maintaining operating costs and further improving policyholder experience and carrier satisfaction.

solution

AWS Solution for Streamlined, Intuitive Claims Service Processing

In order to help CRS achieve their vision, our team needed to assess the existing processes and supporting systems, helping to define the future architecture and application architecture. A key foundation for this was the definition and design of the AWS infrastructure needed to support data, monitoring, alerting and integrations between multiple third-party applications and cloud environments and new static React/Node.js applications for the business operation. This would streamline the customer services representative engagement and improve the efficiency in which CRS could handle customer requests during their peak times of need. By utilizing AWS services, such as CloudFront, Aurora databases and Elastic Beanstalk, an environment and application was created that improves the customer service reps’ velocity, while reducing the complexity of deploying new code for CRS’s internal teams.

results

Faster Claims Process and Greater Customer Services Experience

Due to the use of the new AWS platform, CRS’s customer service reps can now process claims services more quickly, with higher accuracy and with better data handling. The policyholders and carriers now realize a reduction in time-to-find temporary housing with CRS now able to provide more services; with the same operational costs.

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Helping to Improve the Insurance Policyholder Experience with AWS Cloud

Innovating with Technology For Greater Customer Service Experience

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