Intelligent consumers?

Strategic Internet services firm Primix (www.primix .com) has developed an Intelligent Customer Response (ICR) service to provide insurance carriers more access to relevant customer information. The goal: more robust and efficient customer service.

Primix thinks the new service-designed to complement existing sales channels-will enable clients to leverage all company knowledge and information and provide them a quote-to-claim view of their customers by integrating customer data sources in a central repository. It also claims that ICR allows instant access to sales and claims data, inquiries, and product specs across the enterprise from any SQL-enabled database.
Customers can benefit, too.

How about online self-service? According to Primix, customers are granted access to their account information and can submit inquiries, claims, and applications. ICR leverages applications, systems, and data for all users whether accessed by phone, voice recognition unit (VRU), the Web, or a wireless device. As such, the end result can be a personalized experience augmented by customized information based on products and services purchased.

ICR features best-of-breed appraisal tools-including ClaimsWorkstation from the Freedom Group and Simsol's I2V construction estimating system-permitting adjusters to query product databases to determine actual values of claims items and sift through historical claim information to produce more accurate and timely settlements. Primix said clients can expect an improvement in productivity and the opportunity to reduce overall cost of providing services.