Kiwi technology behind insurance giant’s success

AMS press release

Kiwi technology behind insurance giant’s success

Technology from AMS key ingredient in ING’s customer service improvement project.

Auckland. 2 June 2010. – It’s just got easier to buy life insurance through your local ANZ or National Bank branch, thanks to a project initiated by ING New Zealand and supported with software from Auckland-based Advanced Management Systems (AMS).

ING New Zealand developed the project called “Simple Life” to simplify the way the company’s life insurance products were sold through the branch network, says Head of Product Nicola Cover.

“A key consideration was the ANZ and National Bank’s desire to continually improve the customer experience in branches with smoother and easier sales processes for our insurance products.

“The aim was simplicity for customers, which meant it was a complex and challenging project for ING.”

ING contracted AMS, the provider of their core life insurance management systems, to build a system that enabled the 1,000 ANZ and National Bank consultants to enhance the customer’s buying experience.

The system is integrated with ING Insurance System’s core information systems so banking consultants can process customer’s insurance applications faster and easier.

“10% of cases (customer applications) are now confirmed straight away in the bank branch by sales staff, with the other 90% automatically sent to ING underwriters to review and approve. The real-time information available for our underwriters has made the process more efficient,” says Nicola.

“Bank staff feedback has been great – they can have deeper conversations with customers and do more to service their needs.

“The (AMS) system helps them understand the underwriting process more – which means they can set clear expectations with the customer and communicate with them very effectively.”

AMS Chief Executive Noel Reid says, “It’s exciting to work for a client that understands how technology can be applied to transform the customer’s experience.”

“Simple Life’s success is enhanced by the emphasis we have placed on the development of user-friendly systems that are simple to use, which is an evolution of our years of experience in building systems for the life insurance industry.

“We have a very deep understanding of the life insurance sector in New Zealand, and were glad to be able to bring that knowledge to the project.

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