Solution Starter
When a professional submits a client’s information to Nationwide in the form of binding a policy, it’s critically important that every detail is captured accurately. Occasionally, a member reports finding out later that an error was made during the submission process. Correcting these errors after the fact often requires a great deal of effort – certainly more than would have been needed to get everything right the first time. Members count on Nationwide to ensure that our professionals are inputting the right data with 100% accuracy.
Simplify the information needed
- Wherever possible, simplify the information required to bind a policy. For example, if an existing customer is purchasing a new product, leveraging the data Nationwide already has on file would reduce the amount of data that needs to be entered by a professional.
Provide smart suggestions
- Make recommendations in the digital experience that minimize the data a professional needs to enter. Determine which data fields could be suggested based on readily-available information like zip codes and phone numbers.
Conduct accuracy checks proactively
- Conduct additional accuracy checks on essential information like bank routing/account numbers, names and addresses.
Takeaways
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Next Steps
Gather a cross-functional team to explore the policy-binding journey
Determine where pre-populated information and accuracy checks can be introduced
Develop a prototype experience for testing
