Improved Policy Change Communication for Emergency Roadside Services with In-App Guidance

Copy Link

An insurance provider used Whatfix Smart Tips to help customer service representatives communicate a new emergency roadside service (ERS) policy effectively. This proactive approach deflected customer confusion, improved communication, and contributed to higher CSAT scores.

The insurance company reduced its ERS coverage radius from 20 miles to 15 miles, effective on a specific date. Customer service representatives (CSRs) were responsible for informing policyholders of the change during tow dispatch requests, but they often missed this crucial update. The claims management application, Guidewire, alerted agents to service requests beyond 20 miles but did not clarify distances between 15-20 miles, causing confusion among service reps. As a result, many policyholders were surprised by unexpected charges for ERS services outside the new 15-mile radius, leading to negative experiences and a decline in CSAT scores.

The company used Whatfix to dynamically display a Smart Tip over the Policy Start Date field in Guidewire for policyholders who started after the new ERS policy took effect. This ensured that service agents were aware of the updated coverage limits and could proactively communicate the changes to policyholders, preventing misunderstandings and surprise charges.