A Leading Insurer Eliminates 200,000+ Calls and Reduces NIGOs 47% With Digital Servicing

A leading insurer partnered with Benekiva to modernize policy servicing using Digital Forms and a conversational interface, replacing manual, back-and-forth processes with a simple, real-time digital experience.

By enabling policyholders and internal teams to complete updates, such as beneficiary changes, through a guided, chat-based workflow with built-in eSignature, the organization dramatically improved efficiency and accuracy. The impact was immediate: NIGO rates dropped by 47%, over 200,000 phone calls were eliminated annually, and more than 23,000 hours of work were saved each year.

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Goals

Simplify servicing. Reduce friction. Scale operations.

• Eliminate manual servicing processes and reduce back-and-forth
• Improve accuracy and completeness of policy updates
• Reduce call center volume and operational workload

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Problem

Manual servicing created friction, delays, and unnecessary volume

Policy servicing processes, such as beneficiary updates, were traditionally handled through paper forms, phone calls, and manual follow-ups.

High error rates led to rework

• Incomplete or incorrect submissions resulted in frequent NIGOs
• Additional outreach was required to correct and resubmit requests

Call centers absorbed avoidable volume

• Policyholders relied on phone calls to initiate or complete requests
• Staff spent significant time guiding users through forms

Back-and-forth slowed everything down

• Missing signatures, fields, or documentation created delays
• Multiple touch points were required to complete simple updates

The result was a servicing experience that was time-consuming for both policyholders and internal teams—and difficult to scale.

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Solution

A guided, digital servicing experience, accessible anytime, anywhere

The insurer implemented Benekiva’s Digital Forms with a conversational, chat-based interface to streamline servicing requests.

Guided, step-by-step interactions

• Policyholders complete requests through a simple chat experience
• Dynamic prompts ensure all required information is captured upfront

Real-time, end-to-end completion

• Built-in eSignature enables immediate submission
• No need for follow-up calls or additional documentation

Accessible across any device

• Requests can be completed anytime, anywhere
• Eliminates dependency on paper and manual workflows

Unlike traditional forms, the experience is intuitive and structured—reducing errors while improving completion rates.

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Results

• 47% reduction in NIGO rates

• 200,000+ phone calls eliminated annually

• 23,667+ hours saved each year

Improved experience for all users

• Faster, simpler servicing for policyholders
• Reduced workload and fewer manual touch points for staff

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Why It Matters

Small interaction improvements, massive operational impact

By focusing on a single, high-volume servicing use case, the insurer unlocked outsized value—proving that meaningful transformation doesn’t require a full system overhaul.

Instead, by digitizing and simplifying just one part of the journey, they:

• Reduced friction at the source
• Eliminated unnecessary work
• Created a scalable, modern servicing experience

Modern servicing starts with simplicity

With Benekiva’s Digital Forms and conversational interface, this insurer transformed policy servicing into a fast, intuitive, and error-resistant experience—delivering measurable impact across operations, cost, and customer experience.

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