CUSTOMER EXPERIENCE
THE
We are dedicated to being a different opinion for our Customers, and that starts with the experience you have when you interact with our Company. Whether it’s the interactions with our sales force, our operations Colleagues or our Products and Services, we are hard at work to ensure your expectations are met.
OPERATIONS
2017 was another year focused on living our brand and being a different opinion for our Customers.
In 2018, we will continue our focus on our brand strategies aimed at improving our billing, claims and Customer engagement processes.
Some of our projects that will continue our growth as a different opinion include the first release of our new Policy Adminsitration Project, completion of a new flex administration system with Customer engagement portals, adding additional products to our Quick Claims automated claim filing and payment processes and automations for claim processing.
We will continue to enhance our Customer engagement avenues and build efficiencies, including chatbots and robotic processes.
Lisa Knatvold
Senior Vice President, Operations
PRODUCTS
In 2017 we successfully rolled out our new series of Express Issue Worksite Term and Whole Life products with accelerated riders for Long Term Illness and Critical Illness. We also successfully introduced our AFQuickClaims™ process which allows us to process our supplemental health diagnostic testing, health screening and wellness benefits without human touch enabling faster turnaround for our Customers.
Our goals for 2018 are:
In 2018 our individual life and supplemental health products will be converted to our new Policy Administration System and we will complete the development of our new HSA compatible Group Hospital Indemnity product on our new policy administration system for release in early 2019.
And overall, in an effort to improve the enrollment process and increase our competitiveness, enhancements and enablers will be made to our existing products.
Alex Bagby
Senior Vice President, Chief Product Officer
INFORMATION
TECHNOLOGY
Work in 2017 to identify how we can adapt to an ever-changing business and IT world led to an early 2018 reorganization of our Information Technology division to better align with business needs.
Now that we’ve realigned to better serve the business, our focus is on our Policy Administration Project Release 1, which will lay the foundation for future technology improvements and enhancements within the organization.
Our cloud strategy and ServiceNow projects will provide intuitive and convenient interfaces that ensures our Colleagues are better equipped to serve our Customers.
Ultimately, we are building more tools for business users to deliver faster results benefitting our Customers in the near future. This includes enhancements to our enrollment platform, AFenroll®, and collaboration with our product area to further enhance our enrollment process.
Jasper Purvis
Vice President,
Chief Technology Strategy Officer
MARKETING
Numerous tools and resources were delivered to the American Fidelity sales team
and our Customers in 2017. Collaboration throughout the Company will continue to enhance delivery of future projects.
In 2017 we delivered new custom benefits sites for employers to help with communication of their overall benefit programs. We initiated the use of artificial intelligence to enhance sales growth and lower expenses. Enhancements to our software and tools were made to help our agents better anticipate Customer needs and efficiently deliver products and services. We also updated our online service center and AFmobile® application to help ensure Customers and policyholders have the access they need, when they need it.
In an effort to better serve our Customers, a Customer mapping project was initiated, allowing us to link together all of the touchpoints a Customer has with
our organization.
The AF leadership team kicked off 2018 with a focus on developing a new public website that has an improved emphasis on employer tools and self-service for our Customers. We will continue to improve software and the automation of processes to better serve Customers in the future.
Larry Alkire
Senior Vice President, Chief Marketing Officer