Early in 2020 we launched our policyholder portal for a number of clients in Ireland. Little did we know the benefit it would bring, particularly during the COVID-19 lockdown period. This portal is the next step in our digital journey to transform the customer experience by providing self-service interaction. Online interaction was a real feature during the lockdown, and we could not have timed our launch any better.

Our portal is mobile responsive and client branded, providing a seamless and familiar experience for policyholders. It allows us to automate existing manual processes handled by our customer service or support teams.

Documents upload, including photographs and videos is quick and easy from the policyholder’s mobile device or PC. It provides them with a better service and additional support by storing all documentation, files and videos in one secure, mobile friendly location.

The new portal also has a claim journey tracker so the policyholder can track their claim at a time that suits them and review the information related to their claim.

We have built the portal using non insurance jargon or terminology to improve the user experience. The feedback to date has been excellent with comments such as “it was so easy to use”, “the process was instant” and “fantastic” from policyholders.