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INSURANCE

National Life Creates a Next-Gen Customer Experience in Both Web and Mobile Formats


The Challenge

National Life Group, one of America’s fastest-growing life insurance companies, had undergone years of growth, and its online customer experience was showing its age. Multiple legacy web portals caused customer confusion. Adding and updating content in those portals was difficult. Online self-service and transaction capabilities were limited and outdated. The company was determined to create a 21st century experience for its policyholders by providing them a seamless customer experience.


Our Approach

Working with National Life to create a roadmap for advancing its overall digital strategy, Cognizant's insurance technology experts developed an innovative new IT platform that migrated the company’s legacy technology to the cloud.

The new digital platform consolidates the underperforming portals into a single web experience that enables customers to view their pertinent policy information, remit premium payments, make updates and more. The platform also facilitates simple, seamless updates to portal content—something not possible with the previous platform, which required IT support to update some content.

We also developed a new native mobile app. Its content and tools enable customers to securely access their information and conduct digital self-serve transactions any time, on any device.

A Modern, Seamless Digital Experience

National Life now offers its policyholders a next-gen online user experience in both desktop and mobile formats. Self-service directly supports the company’s strategy of creating a scalable, digitally enabled customer experience that delights customers and reduces cost-to-serve. An added benefit: The company can better understand its customers and create a multi-year roadmap for transforming its digital strategy.

117%

increase in monthly customer visits

90%*

increase in average month-on-month registrations

490%*

increase in average month-on-month self-service transactions

*Post-launch monthly average through Sep 2019


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