Leading Life Insurer Onboards Emerging Technological Innovations to Enhance Customer Experiences
Legal & General America (LGA), a top ten U.S. life insurer, announced today that it is partnering with two pioneering technology firms, Walletron and SmartAction. Aimed at simplifying the customer experience, the implementation of each of the firms’ state-of-the-art technologies reaffirms LGA’s role as a tech adoption leader in the insurance industry.
”We know how busy our customers are – by making it easier and faster to view bills, pay premiums and communicate with customer service, we’re freeing up valuable time so customers can focus on things that are most important in their lives,” said Jackie Morales, Senior Vice President and Chief Operating Officer, LGA. ”While the life insurance products we offer are consistently affordable and high quality, the ways in which we interact with our customers evolve to meet their changing needs. With Walletron and SmartAction, we’ve found two partners who share our goal of simplifying our customers’ lives.”
Founded in 2012, Walletron is an innovative billing solution that enables LGA customers to receive bill notifications, past due notifications and issue payments for their premiums via the mobile wallet applications on their smartphones. Streamlining the customer service process, SmartAction uses advanced AI technology and Natural Language Processing (NLP) to deliver intelligent customer self-service in voice and digital channels, including phone, web chat, SMS text message, Facebook Messenger, and Skype.
”The mobile wallet is a powerful tool, and we’re leveraging its capabilities to improve the customer experience in a way no one has before,” said Garrett Baird, CEO and Founder, Walletron. ”Through our moBills platform, we are enabling LGA’s million-plus customers to experience true payment mobility – to view and pay bills whenever and wherever they are, through a few taps on their smartphone.”
”People want easy and personalized experiences when they contact customer service,” said Tom Lewis, CEO, SmartAction. ”With our unique combination of AI, NLP, and insurance industry expertise, we’ve created a streamlined process for customers to communicate with LGA in the way that is most comfortable for them – whether that means paying a bill over the phone or receiving a bill reminder and issuing a payment via text message.”
This digital partnership announcement comes on the heels of LGA’s launch of SelfieQuote in Q3 2017. Through SelfieQuote, prospective LGA customers can submit a selfie which uses advanced facial analysis technology to provide a life insurance quote in real time. Walletron and SmartAction are available to LGA customers now.