Delight your Customers

Delight your

A leading midwest insurance provider goes above and beyond to offer financial protection for auto, homes, lives, and businesses in 24 states. They have been in business for 100+ years and are a leading insurer for Property & Casualty insurance with revenues just under $1B annually.

The Challenge

This insurance provider was looking for a payments provider who could work with them to replace their legacy hosted web payments solution and Integrated Voice Response (IVR) system. They needed additional payments functionality, increase security in the mechanisms for online payments and an improvement in their overall customer experience.​

FirsTech Solution
  • A fully-hosted electronic bill payment solution made available to the insurance provider’s consumers that offers one-time payments, scheduled payments and recurring payments
  • A fully-hosted IVR solution that features key entry and voice recognition capabilities
  • A fully hosted electronic bill payment solution that is made available through a single sign-on integration accessed through the insurance agent web portal
  • Support real-time posting to multiple Customer Information Systems
  • Customer Service Representative and Research portal through which payments can be processed in a PCI compliant manner, customer maintenance can occur and research can be conducted
  • Custom tool to manage agent banking information and support agent sweep and commission payments
  • A single settlement file for all payments – deposits broken down by business line.
Efficiencies Gained
  • Easier reconciliation as the settlement file matches deposits by business line
  • A consistent consumer payment experience across multiple payment channels
  • Customized solution allows the insurance company to perform independently per their internal business rules.
  • Security is paramount and the solution exceeds both industry and the company’s security standards
  • Manual processes in the management of consumer and agent banking information have been replaced by more efficient electronic processes
  • Consumers can self service and make recurring card payments
  • A reliable payments processing solution with minimal down time

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