SUCCESS STORY

How the best all-in-one insurance got the best claims experience.

How the best all-in-one insurance got the best claims experience.

Customer Stories Headers

All-in-one personal insurance solution SWINZ is on a mission to reinvent the way people manage their personal insurance, ultimately providing peace of mind for their clients through a solution as simple as Spotify. To streamline their claims management for both employees and customers, the team sought a more digital approach that would enable them to deliver exceptional support at scale and create an outstanding customer experience.

To do that, SWINZ turned to Penbox’s to power their claims process experience. The team is committed to ensuring a smooth and effortless experience for every customer when filing a claim with Swinz. The claims team focuses on driving operational efficiency across the business while supporting customers during their most critical moments.

 

The opportunities for improvement

When SWINZ began its search for a solution that would meet the needs of both the teams and its customers, Didier Murena, CEO of SWINZ, explains that they aimed to capitalize on several opportunities:

  • Boosting self-service capabilities to meet consumer’s expectation of autonomy
  • Enhancing customer experience through user-friendly, intuitive interfaces
  • Collecting better-structured data to increase operational efficiency
  • Unlocking the ability to scale and accelerate their business

“ We chose Penbox for a number of reasons: its ability to manage complex forms with ease, its off-the-shelf readiness, and the solution-oriented approach of the customer success team. ”

Didier Murena Swinz (1)
Didier Murena
Co-Founder, Swinz

The team was in search of a modern solution that closely aligns with SWINZ values and ways of working. They appreciated Penbox's ability to combine powerful form and automations elements to create a seamless, easy-to-use claims experience within a single platform. “We chose Penbox for a number of reasons: its ability to manage complex forms with ease, its off-the-shelf readiness, and the solution-oriented approach of the customer success team.” he says.

 

Seamless integration for a unified experience

SWINZ capitalizes on Penbox's top-tier API and integration capabilities, seamlessly embedding Penbox into the heart of their platform and application. This empowers SWINZ to manage and oversee the entire intricate data collection process, eliminating the need for in-house development and maintenance. The moment a customer initiates an online claim, the team is promptly alerted, and the customer-provided data is instantly accessible.

 

“ We transmit data to Penbox to instantly create a personalized form, complete with pre-filled data and tailored to the customer's context. This significantly accelerates the claim filling process. Following this, Penbox returns the collected data to our systems, perfectly aligned with our mappings. The most impressive part is that the entire integration was made in less than 3 weeks. ”

Swinz Penbox App

The seamless exchange of information was a crucial factor for Didier. He explained, "We transmit data to Penbox to instantly create a personalized form, complete with pre-filled data and tailored to the customer's context. This significantly accelerates the claim filling process. Following this, Penbox returns the collected data to our systems, perfectly aligned with our mappings. The most impressive part is that the entire integration was made in less than 3 weeks.”

Simplifying the complexity of insurance

With Penbox, SWINZ has been able to deliver more personalized and efficient claims experiences to their customers, resulting in exceptional customer satisfaction. By utilizing advanced roles and permissions, SWINZ also managed to involve brokers in the process, creating a unique market offering that includes the customer, the team, and the broker.

 

“ Developing such a system from the ground requires considerable time and effort, and the devil is in the details when it comes to customer experience. As an all-in-one insurance provider, we desired a similarly comprehensive experience without having to create individual forms for each insurance product. This is where the unique capabilities of Penbox's dynamic forms proved to be an ideal fit. ”

The team successfully eliminated the underlying complexity of multiple insurance products, offering customers a simple and intuitive experience. This enabled SWINZ to support customers more quickly, enhance their overall experience, and provide contextualized follow-ups when necessary. Didier stated, “Developing such a system from the ground requires considerable time and effort, and the devil is in the details when it comes to customer experience. As an all-in-one insurance provider, we desired a similarly comprehensive experience without having to create individual forms for each insurance product. This is where the unique capabilities of Penbox's dynamic forms proved to be an ideal fit.”

 

Outstanding experience extending beyond claims

SWINZ also utilizes Penbox for the onboarding of brokers onto their platform. They are now considering using Penbox for gathering customer feedback in a user-friendly and integrated manner, as well as for collecting various additional data in the future. So, this success story is far from over!

What is Penbox?

Penbox is a B2B SaaS platform that revolutionizes the way companies collect information and documents from their customers. We offer a personalized and automated approach to data collection, moving beyond traditional emails and forms.

Who typically uses Penbox?

Teams burdened with extensive email communication and heavy client data exchanges are prime users of Penbox. This includes businesses, both small and large, focused on improving client interaction efficiency, prioritizing customer experience, and recognizing the need for compliance and security beyond traditional email methods.

What problems does Penbox solve?

  Drastically reduce email overload and manual data handling.
  Deliver an unmatched, personalized customer experience.
  Streamline business processes with automated, structured data.
  Ensure top-tier data protection and compliance through secure communication channels

What are the most common usages of Penbox?

Bulk Data Update: Facilitating mass information collection with customized, pre-filled forms to improve response rates and easy integration of collected data into business systems.
Collect & Sign: Streamlining the electronic signature process by efficiently combining information capture with instant document preparation for signing.
Smart Checklist: Efficiently gathering additional information post-initial customer interaction, with real-time tracking for comprehensive data collection.

How does Penbox handle data security and privacy?

Penbox prioritizes data security and privacy with utmost seriousness. All data is securely stored in Europe, utilizing the latest encryption technologies to ensure robust protection. Our platform adheres strictly to GDPR regulations and is ISO27001 compliant, reflecting our commitment to maintaining high standards of data security and privacy for all our users.