Tech­nol­ogy Fo­cused, Re­sults Driven

Digital Insurance - - CLAIMS - Tony Villa, CEO of In­sure­soft CON­TACT US TO­DAY (866) 299-1314 | sales@in­sure­

Figo Pet In­sur­ance, a Chicago-based startup, as­pired to trans­form the boom­ing pet in­sur­ance mar­ket. Ad­vance­ments in ve­teri­nary medicine con­trib­uted to in­dus­try growth; how­ever, be­cause treat­ments are be­com­ing in­creas­ingly ex­pen­sive, they’re not fea­si­ble for many pet own­ers. As a la­bor of love, Figo’s mis­sion is to avail pets of the best ve­teri­nary care, re­gard­less of cost. They sup­port this mis­sion by mak­ing pet in­sur­ance easy, af­ford­able, and ac­ces­si­ble.

Trans­form­ing Pet In­sur­ance

Figo trans­ferred to us from an­other ven­dor with a crit­i­cal dead­line loom­ing. We pro­vided a con­tract and a state­ment of work in 30 days and de­ployed a test en­vi­ron­ment in Di­a­mond in 90 days. Our quick de­liv­ery and flex­i­bil­ity en­abled Figo to launch and be­gin is­su­ing poli­cies by their tar­get date of April 2015.

By June 2015, Figo was live in seven states and had signed one of the largest, spe­cialty ve­teri­nary hos­pi­tals in Cal­i­for­nia, cre­at­ing the op­por­tu­nity to con­duct a group en­roll­ment. The vi­sion of Rusty Sproat, Figo’s founder and CEO, was to en­able en­roll­ments on smart phones and tablets — and to en­able en­rollees to file claims on their mo­bile de­vices. To sim­plify the hos­pi­tal’s ben­e­fit roll­out and to stan­dard­ize group en­roll­ments for fu­ture hos­pi­tal clients, Rusty pro­posed a por­tal. The por­tal would al­low ad­min­is­tra­tors to view and pay bills elec­tron­i­cally. It also would pro­vide ac­cess to en­roll­ment and billing re­ports on­line. In seven weeks, we en­abled the group en­roll­ment, cus­tom­ized a por­tal, and ex­tended the func­tion­al­ity to mo­bile de­vices for all en­rollees. As a re­sult, Rusty flew to Cal­i­for­nia to en­roll three hun­dred newly in­sured pets.

Shortly af­ter that, a prom­i­nent auto in­surer wanted to roll Figo out to its more than 7,000 in­de­pen­dent agents in 26 states. We up­loaded the agents to an XML file, linked them to an­other custom por­tal, ap­plied vol­ume discounts, and tracked their pro­duc­tion, pol­icy by pol­icy.

Clear Com­mu­ni­ca­tion

Trans­parency was key to our re­la­tion­ship and our suc­cess with Figo. There were nu­mer­ous com­plex­i­ties that had to be man­aged—com­ply­ing with in­sur­ance reg­u­la­tions in 50 states, man­ag­ing mul­ti­ple in­te­gra­tion points, and in­cor­po­rat­ing re­spon­sive de­sign in web and mo­bile me­dia. Through our re­la­tion­ship with Red Hawk, we were able to man­age com­pli­ance, es­tab­lish print re­quire­ments and elec­tronic pay­ments, and set up elec­tronic doc­u­ment de­liv­ery and can­cel­la­tion no­tices by state.

“There are so many pieces to what I needed,” Rusty said. “That’s why it’s amaz­ing. Ev­ery­thing I’ve asked for, In­sure­soft never said, ‘We can’t do that.’ They al­ways said, ‘Let’s sit down and get a busi­ness re­quire­ment done, and let’s fig­ure out how we can make it hap­pen.’ These are huge projects they ac­com­plished.”

We worked with Rusty and his team to in­te­grate Figo’s CRM sys­tem, cre­at­ing custom APIs to in­cor­po­rate myr­iad sys­tems and data fields into Di­a­mond for ad­min­is­tra­tion. The in­te­gra­tion im­proved the cus­tomer ex­pe­ri­ence, al­low­ing cus­tomers to com­mu­ni­cate with Figo via text mes­sages and chat, while cap­tur­ing the in­for­ma­tion in the master ac­count record. We also de­vel­oped cus­tom­ized por­tals for agents, bro­kers, and employers to sup­port launch­ing pet in­sur­ance as an em­ployee ben­e­fit and to en­able agency billing and easy claim fil­ing for large hos­pi­tals.

“In­sure­soft’s team was em­pow­ered to make de­ci­sions and get things done. They un­der­stood we were an en­tirely In­ter­net-based busi­ness. They knew we’d need a por­tal with to ac­cess Di­a­mond.

They gave us a ded­i­cated mo­bile site for cod­ing. And they knew our pol­i­cy­hold­ers would de­pend on web and mo­bile apps to ap­ply for cov­er­age. As a re­sult, they were able to in­te­grate with our Pet Cloud that en­ables self-ser­vice to pol­i­cy­hold­ers. They can log in, se­lect their vets, view their pol­icy doc­u­ments, ac­cess pet pro­files, see their claims, and use group tex­ting. When you look at what In­sure­soft did in such a short time, it’s un­be­liev­able.”

Ver­i­fi­able Re­sults

In just 13 months, Figo was in pro­duc­tion in all 50 states. Rusty and his team haven’t ex­pe­ri­enced prob­lems with pol­icy rat­ing and is­suance, and there have only been min­i­mal tech­ni­cal is­sues with the Figo Pet Cloud. They’ve been able to de­liver a solid user ex­pe­ri­ence for their cus­tomers — and more at­ten­tive ser­vice — by au­tomat­ing in­for­ma­tion pro­cess­ing and cus­tomer-ser­vice ac­tiv­i­ties. This is un­der­scored by the high sat­is­fac­tion rat­ings they’ve re­ceived from their cus­tomers on claims and cus­tomer care. They’ve been able to use their CRM sys­tem as the hub for all busi­ness-to-con­sumer and busi­ness-to-busi­ness in­ter­ac­tions, and they’ve been able to sign larger clients and con­duct group en­roll­ments.

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