Guardian Life Aims at Better Customer Experience with iPipeline PolicyHS

Guardian selected the policyholder self-service solution based on its ability to leverage the insurer’s existing call center and web-based forms repository as part of a fully digital experience.

(Detail of 7 Hanover Square, New York, location of Guardian’s headquarters. Photo credit: Gupreet Parmar, Honest Buildings.)

Guardian Life has selected iPipeline’s (Exton, Pa.) PolicyHS policyholder self-service solution to automate and streamline change requests related to inforce policies.

Helen Rennie, VP, Life Operations, Guardian Life.

Helen Rennie, VP, Life Operations, Guardian Life.

“We selected iPipeline’s PolicyHS solution based on its ability to leverage our existing call center and web-based forms repository to offer a fully digital experience, thereby accelerating the end-to-end process and reducing the volume of paper form change requests received,” comments Helen Rennie, VP, Life Operations, Guardian Life. “At Guardian, we believe that strategic improvements in technology are necessary to continually deliver on our goal of providing world class service how, when, and where our clients prefer.”

The vendor describes PolicyHS as providing an easy way for customers to independently execute a change request and e-sign via a direct-to-consumer site or to initiate a change with call center assistance and then complete the process. Guardian has a network of over 3,000 financial representatives in more than 80 agencies nationwide whose customers will have access to the PolicyHS solution, according to iPipeline.

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at [email protected] or (503) 936-2803.

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