Personalizing the claims experience
Enhanced, real-time capabilities
Nationwide’s Life Insurance business improved its mobile app experience for members by making it easier for them to access policy documents, update beneficiaries and pay premiums. By year-end, Nationwide received more than 75,000 premium payments through digital self-service channels. Nearly 4,000 of those payments were received through the mobile app, and that number is expected to increase in 2022.
Delivering extraordinary care
in unprecedented times
Our customer service teams are always looking for ways to improve how we support our customers. In 2021, these associates — many still working from their homes — achieved just that. Some of the ways we improved many customer service milestones included efficiencies, such as a whopping 84% of customer issues being resolved in a single interaction (so they don’t have to contact us more than once) and a decrease in the length of phone calls (saving our customers' time). There were also a reduced number of billing and payment calls per policy and an impressive 94.9% average call quality score — all pointing to how we are improving our service to customers and partners.