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Case Study: Legal & General America streamlines customer payments with SmartAction
A Capacity Case Study
Legal & General America - Customer Case Study
Legal & General America (LGA), a top ten U.S. life insurer, needed a more efficient way to handle customer payments and reminders. With no pay-by-phone option, agents were redirecting 80–100 callers per day to the website, and missed payments could lead to costly policy lapses and re-underwriting. LGA turned to SmartAction and its Omni-bot™ voice and SMS capabilities to improve the customer experience without a major technology overhaul.
SmartAction implemented a conversational pay-by-phone solution and outbound SMS payment reminders with in-text payment capability. The result was a 70% success rate for pay-by-phone, with the company on pace to help 10,000 more customers make phone payments than originally projected; more than 5,800 customers also enrolled in SMS reminders. By using SmartAction, LGA improved convenience, reduced lapse risk, and created a more seamless, compliant payment experience across voice and text.
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Legal & General America
Kris Wong
Assistant Vice President Admin Services