Aviva iBOK/iKONTO

Portal for individual customers to purchase
insurance and after-sales service

Challenge

After the successful launch of the WebPortal system, which supported insurance sales processes within the Partner and Agent network and significantly contributed to the increase in sales of insurance products, Aviva invited us to cooperate again.

This time in the area of selling insurance to individual customers. Aviva was looking for a way to stand out on the market, attract customers and gain their loyalty. The wide range of insurance products offered on the market by the competition meant that the price of insurance alone was no longer a sufficient advantage to attract the customer. Aviva faced the challenge of creating a solution that would distinguish them on the market and allow them to take a position among the leaders.

Project parameters

Client:

Aviva S.A.

Industry:

Insurance

Range:

Prototype
Analysis
UX Design
Integration with data bus
Integration with the printing system
SSO
RWD

Solution

As a result of the analysis of our client’s expectations and needs, we designed and implemented a solution that allows you to buy insurance without leaving your home. We focused on the convenience of our target customers, allowing them to buy insurance at any time and from anywhere.

All you need to do is reach for a device with internet access, select the necessary insurance parameters, make a payment and enjoy Aviva insurance protection. Buying insurance has become convenient, fast and simple. We have also taken care of after-sales service, providing individual customers with access to policy data and enabling them to make changes to the insurance product in electronic form.

On the Administrator side, we have created functionalities that facilitate management and personalization of the offer. Aviva employees have been given, among others, the ability to manage products offered to customers who are not logged in and who are logged in, embed Google Analytics and Adobe SiteCatalyst scripts (for individual fields, form pages and partners) or embed tracking scripts in the code of pages in order to report events and create statistics.

The solution we implemented for individual clients increased the company’s competitiveness on the insurance market thanks to the launch of online sales, which ensured easier access to the customer, who can buy insurance without leaving home 24/7. In addition, access to information and the ability to make changes immediately simplified bureaucracy and communication with the insurer, increasing Aviva’s attractiveness.

As a result of implementing the above solutions, Aviva gained tangible benefits in the form of:

significant reduction in the number of manual corrections (implementation of electronic forms in which the system ensures data correctness)

reducing the number of customer service calls (the system is intuitive and makes it easier to fill out an application or change order; the customer has access to full information about their policy and does not have to verify it)

shortening the process of processing orders for changes to the policy (data from electronic forms is immediately sent to Aviva systems and processed)

increasing the efficiency of customer service (the customer service employee can log into the system as a customer and order changes to the policy on behalf of the customer, which facilitates assistance and speeds up service)

The implementation of the iBOK/iKONTO solution increased Aviva’s competitiveness on the market and individual customer satisfaction, bringing specific sales results.