An IVR system is an automated phone system that lets policyholders make a payment over the phone without the need for an agent or customer service representative (CSR). One Inc’s IVR integrates seamlessly into an insurance carrier’s existing IVR phone tree. This allows policyholders to make a payment using a previously saved payment method or a new payment method. With One Inc’s IVR, callers are never put on hold — the system guides the policyholder through the menus, but if a policyholder wants a live agent, they can be transferred to one.
The secure IVR automates payment calls, handles large call volume, increases inbound payments, offloads customer support teams, troubleshoots the system, and can dispatch a custom message.
The system includes both an inbound and an outbound IVR, featuring numeric speech recognition for capturing credit cards and policy numbers, and has a choice of, either Spanish or English, in the workflow menu.
The IVR accepts ACH or credit card payments and payment preferences saved in the policyholder’s digital wallet. Policyholders can also do a 'warm transfer' which means to make a payment via One Inc without having to reauthenticate themselves.
With the inbound IVR, a policyholder can make a one-time payment on a single policy, or multiple policies over the phone using numeric speech recognition, receive a text message and a receipt of payment, or be redirected to a customer service representative.
An Outbound IVR can alert the policyholder when a payment is due, a renewal payment is due, the policy has cancelled or is about to cancel, or the policy has expired. At any point a policyholder can be transferred to a live agent if they are confused or have a question.
One Inc complies with the Telephone Consumer Protection Act (TCPA ) which was enacted in 1991. The law places restrictions on telemarketing calls, the use of automatic telephone dialing systems (ATDS) and the use of pre-recorded or artificial voice messages. Compliance with TCPA is an important concern for insurers. Updates to the TCPA include the creation of the Do Not Call Registry in 2003.
Insurers should note that TCPA restricts telephone solicitations and requires telemarketers to transmit caller ID information. Individuals can sue for up to $1,500 for a willful violation.
One Inc’s IVR telephone payment system features and benefits include:
