How the Customer Experience Has Been Altered for Good

How the Customer Experience Has Been Altered for Good

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COVID-19 altered the way customers interact with many businesses. @Aflac President of Individual Benefits Division Virgil Miller shares how their customer experience changed to better serve policyholders during the pandemic.

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Friday, January 29, 2021 - 9:00am


By Virgil Miller

Every second counts in a pandemic-driven world. Customers want the ability to quickly access claims information across multiple devices.

At Aflac, we launched our “guest checkout” capability in 2020. Similar to other websites that allow you to “checkout” as a guest without inputting account data, we’ve set up a system so that policyholders don’t have to know their username, password or policy number — instead, they’re able to securely fill in a few pieces of personal information to file a claim. From there, Aflac uses back-end automation to correlate their answers with their policy information and can even auto-adjudicate claims for them.

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