Comprehensive insurance against errors on your website

Unbeknown to the company concerned, connectivity between an insurance company’s website and the underlying contract administration system was lost for about 20 minutes. The impact was that for those customers who were renewing their policies on-line at the time, although they indicated that they wanted a specific benefit, their policy record did not update to say that they had renewed that benefit.

The issue came to light some months later when a claim was received only for the customer to be told that they had not renewed comprehensive cover; the customer had ticked comprehensive on the website. Fortunately the company had implemented Clarisite and what able to go back to find the customer session in question and verify that comprehensive had been selected. The company was also able to search and find all such sessions that had taken place while the connectivity had been lost and proactively amend the policy records – thus avoiding what could have been a significant issue.

Clarisite is a powerful big data analytics tool which gives you the ability to record and replay every session exactly as the customer saw it. The free text search capability enables every screen to be indexed and searched so that every session which experienced these specific issues could be identified, and the whole Customer session(s) where that string was found could be retrieved and replayed instantly.

For more information visit www.Clarisite.com