Improved Claims Performance by Educating Customers on Best Practices

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An insurance broking firm struggled with poor adoption and understanding of its Bluestream platform’s new claims performance dashboard, leading to increased claims and higher processing costs. By utilizing Whatfix’s in-app guidance and Product Analytics, the firm educated its customers, enhanced the dashboard's adoption, and reduced claims-related expenses.

The insurance broking firm developed Bluestream, a digital insurance platform aggregating policies from various carriers for customers such as Amazon and other transportation companies. These customers, who purchased insurance for their transport contractors, had a poor understanding of the 'claims performance dashboard' on Bluestream. This dashboard displayed a traffic light system (Red, Amber, Green) to indicate policyholder behavior regarding claims. Many B2B Bluestream customers were either unaware of the dashboard or did not know how to use it effectively for their partners and users. This led to an increase in the overall number of claims, higher payout amounts, and increased claims processing costs. Additionally, customers failed to realize the full value of Bluestream, resulting in a poor experience for their partners using the claims portal.

Whatfix Product Analytics was enabled to identify cohorts of customers who did not visit the Bluestream dashboard and those who were outside the 'green' zone in the dashboard. Smart Tips were delivered on Bluestream to nudge users to read documents on best practices and process tutorials, providing guidance on actions to help move their customers into the 'green' zone. These documents were directly linked inside the Smart Tips for easy access.