Apex Insurance

Client background

Apex Insurance is an insurance broker based in Hong Kong, with more than 30 years in the industry. They offer access to tailored services and strategies suiting their client’s individual and business needs in insurance brokerage.

The challenge

Facing challenges with cumbersome paperwork, manual processes and data entry, and with agents having difficulty identifying best products for customers in a timely and engaging manner, and with no possibility for instant quoting, Apex was looking to enhance their distribution channels, improve client management, and policy admin and claims processes.

The solution

CoverGo has developed a fully integrated improved business ecosystem for Apex to improve sales and customer experience with following components:

  • Online Distribution: Developed and implemented a product comparison website (quoting engine integrated) where customers can request instant quotes online for travel and home insurance products. 8 products are pulled from carrier systems, displayed with dynamic pricing, comparison, and available for instant purchase by filling application forms online. Straight through processing and policy issuance via email.
  • Policy Admin & Claims platform: A fully customized administration platform for Apex to manage their clients (CRM), fully integrated with the online distribution website. The system allows Apex agents to easily manage clients applications, policies, claims, transactions, leads and much more. The platform also supports endorsements and commissions, for admin users to set-up business rules fitting Apex model.
  • Client Portal: Developed an online portal for end customers to access to their past and current policies information and schedule. The platform also allows end-users to make claims, send messages to customer service, send supporting documents, and track their policy/claim statuses.

Business Impact

The product comparison website not only allowed Apex direct customers to find the best-fit policies but also empowers agents to sell better with detailed side-by-side comparison, also creating a new channel for customer acquisition and sales revenue. CoverGo helped Apex digitize insurers’ paper forms with the data mapping tool, which tremendously reduced manual administration work and human error. The client portal also allowed better engagement with customers and improved processes for application and claims. From the customer point of view, the transparency in processing their policies results in less miscommunication and enhanced servicing.

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