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

Eliminate 200,000+ Calls
Save 23,667+ Hours Annually
Reduce NIGOs 47%

A leading insurer partnered with Benekiva to modernize policy servicing with 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.

Goals

Simplify servicing. Reduce friction. Scale operations.

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Eliminate manual servicing processes and reduce back-and-forth.

Checklist icon with three square boxes aligned vertically, the top box contains a checkmark, each box is followed by a horizontal line.

Improve accuracy and completeness of policy updates.

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Reduce call center volume and operational workload.

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.

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.

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Guided, step-by-step interactions

  • Policyholders complete requests through a simple chat experience
  • Dynamic prompts ensure all required information is captured upfront
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Real-time, end-to-end completion

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

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

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:

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