Customer Self-service
Make it easier for customers to help themselves
Give customers secure, convenient access to their policy information and common servicing activities. Simfuni Customer Self-Service comes ready with the platform, providing a modern digital experience that can be branded for your business or integrated into an existing customer portal.
Benefits
Give customers more control, without creating more work
Customers increasingly expect to manage simple things themselves. Simfuni connects self-service directly to the operational platform, allowing customers to access information and complete supported activities without creating separate processes for servicing teams.
Make simple things simple
Give customers convenient access to policy information, correspondence, payment options and selected servicing activities whenever they need them.
Keep everything connected
Self-service uses the same policy, payment and customer information as the rest of Simfuni, so customer activity stays connected to the underlying operational record.
Reduce avoidable servicing
Let customers complete suitable activities themselves, reducing calls and manual requests while allowing operational teams to focus on work that needs their expertise.
Deliver an experience that feels like yours
Apply your brand, colours and logo to create a digital experience that feels like a natural extension of your business.
Key capabilities
Self-service built into the platform
Customer Self-Service is designed as part of Simfuni rather than as a separate digital layer. Insurers can use the Simfuni experience out of the box or make self-service capabilities available through an existing digital channel.
Secure portal login
Give customers secure access using a one-time password, removing the need to remember credentials for a service they may only use occasionally.
Payment self-service
Let customers change payment frequency or payment method and resolve overdue balances online.
Flexible delivery
Use the branded Simfuni web experience as a standalone portal or surface self-service capabilities within an insurer's existing digital experience.
Policy information
Allow customers to view key information about their policy and cover through a simple digital experience.
Documents and correspondence
Give customers secure access to policy correspondence and documents held within Simfuni.
How it works
Self-service connected directly to insurance operations
Because Customer Self-Service is part of the Simfuni platform, customers interact directly with the same information and processes used by operational teams. There's no separate customer database or disconnected digital workflow to keep in sync.
Easy access without another password to remember
Life insurance is naturally low engagement, so expecting customers to remember another username and password creates unnecessary friction. Simfuni uses secure one-time password access to make returning to the portal simple when a customer actually needs it.
- Secure passwordless access
- One-time password authentication
- Designed for infrequent customer interactions
- Simple access across devices
Put customers in control of everyday needs
Customers can see important policy information and correspondence, review their contact preferences and manage common payment needs themselves. Changes are made against the underlying Simfuni record, keeping the customer and servicing team working from the same information.
- View key policy information
- Access policy correspondence
- Review contact details and communication preferences
- Change payment frequency
- Change payment method
- Pay overdue premiums
Use our experience or bring your own
Customer Self-Service can be deployed as a branded web experience, configured with the insurer's identity, colours and logo. Where an insurer already has an established customer portal, Simfuni's self-service capabilities can instead be surfaced within that existing digital experience.
- Configurable insurer branding
- Standalone web experience
- Support for existing customer portals
- Self-service capabilities powered by the Simfuni platform