Berkshire Hathaway Travel Protection (BHTP) is a division of Berkshire Hathaway Specialty Insurance, which provides commercial property, casualty, healthcare liability, and executive and professional lines of insurance and programs for customers across the United States. BHTP’s AirCare is a travel insurance app, reinvented for today’s mobile consumer and the evolving airline industry.
While the insurance industry handles highly personal information, it has been slow to adopt personalized, customer-focused technology solutions. BHTP wanted to design a new , disruptive consumer travel insurance product, but needed a partner to help make this a reality. BHTP engaged Bluewolf to build AirCare — a one-stop-shop travel insurance app — that would easily facilitate communication between the service agent and the customer.
Travelers are no longer satisfied by communicating merely through phone or email – they want mobile and social options, too. With complex goals and a tight time frame within which to execute, we needed to build a complete insurance administration solution, as well as an integrated best-in-class customer service platform, that would give agents better access to information in order to offer a more consistent experience across all channels.
Bluewolf built AirCare, an end-to-end policy administration system, on the Salesforce1 platform. We integrated BHTP’s insurance policy data into Salesforce, which was then integrated with a quoting tool to generate policy quotes, with Drawloop for document creation and automation, with Amazon S3 for document storage, and with a payment processor that connected to BHTP’s backend general ledger. The app became a real-time system of record allowing information to flow continuously, from policy conception through claim administration.
Bluewolf focused on building an insurance app that also acted as a cloud-based personal concierge service, with SMS and social media integrated into more traditional channels, like email and phone. To create mobile updates and communications delivered to the traveler through various social channels, we integrated AirCare with Salesforce Marketing Cloud as well as the Salesforce Service Console, and implemented a robust agent interface that allowed agents to interact with customers through their channel of choice.
Bluewolf helped BHTP build and launch AirCare in just six weeks. AirCare can start re-booking a missed connection automatically, help replace lost luggage quickly, monitor delays in real-time, and even save travelers a seat in the VIP Lounge — all via text, email, Facebook, and Twitter. The app serves a new generation of travelers and gives them simpler, smarter coverage that can be managed end-to-end on a mobile device. The proactive claim processing pays claims in just three to five minutes, with funds transferred directly to the travelers’ bank account.
By providing the right information at the right time to the agent — with easy drill-down features and the ability to track future activities based on the original contact — BHTP can now manage and report on the entire customer journey. By the end of 2015, BHTP will be processing a majority of their claims without any human intervention — allowing BHTP to focus their human resources on servicing customers rather than pushing paper.