Industry: Insurance
One payment experience across every line of business
How a multi-line insurance carrier created savings and took control of the agent and customer experience
Unified payment workflow
Annual card fee savings
Funding
The Challenge
A splintered payment experience across every line of business
A multi-line insurance carrier ran a separate payment site for every line of business. Liability had one. Life insurance had another. Different flows, experiences, even log-in credentials. Agents and policyholders had to jump from site to site to meet their needs.
- No single login for policyholders across policy types
- No single view for agents supporting policyholders across lines
- PCI exposure across multiple disconnected payment systems
No consolidated view. Absorbing 100% card fees.
Payments came in across disconnected systems. Reconciliation meant pulling from sources that didn’t talk to each other. The carrier had no clean picture of what had cleared and what hadn’t. And through all of it, the carrier absorbed every dollar of credit card interchange.
- Manual reconciliation across multiple payment flows
- No unified reporting across lines of business
- $300k annual interchange costs
- No way to pass the fees on
The solution
One smooth experience for every agent and policyholder
The carrier moved to DirectBiller. Policyholders got one login across every line of business. The system routed them to the right payment flow by policy number. Agents got the same single view.
- Single sign-on across all lines of business
- Automatic routing by policy number
- One payment experience regardless of coverage type
The back office got a clearer picture
With DirectBiller, all transactions came into one reconciliation file. The carrier could see what had cleared across every line in real time. And with a surcharge module in place, card fees moved from the carrier to the payers.
- $300,000 annual card processing cost went to zero
- Consolidated reporting across all lines of business
- Real-time payment visibility
- PCI compliance consolidated under one platform
- All delivered via API
The results
One experience. Immediate savings.
The carrier replaced a payment operation that had run separately across every line of business for years. With DirectBiller, now they have a unified platform that costs less, settles faster, and gives policyholders and agents a fast, secure experience.
Real business impact
100% unified payment across all lines of business
$300,000 annual costs eliminated
Settlement time cut from 3 days to 1
“With one fix, this company radically simplified the experience for customers, agents, and the accounts receivable staff.”
— Joey Fitzgibbons, VP of Customer Success, Aliaswire
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