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26/04/2019 Insurance Innovation

About

Figo set out to build a company at the nexus of customer experience and insurance technology, and its customer-facing Pet Cloud employs a value-in-use approach that provides pet parents with one application to holistically manage their pet’s life and seamlessly integrates with their insurance policy to provide self-service options and increased accessibility.

Innovation presentation

Figo, a customer-first insurtech company, launched the third version of their Pet Cloud application to increase product access and use, while simultaneously improving customer experience and engagement. The Figo Pet Cloud offers pet parents more than just an insurance mobile app: It provides pet parents the “on-the-go” product access via a seamless user experience—offering A.I. driven advice, omni-channel customer support, live veterinarian chat, anytime access to medical records and important reminders, as well as self-directed policy interaction. These customer-driven features allow customers to effortlessly manage their policy and the life of their pet, which increases loyalty by forging an emotional customer connection—through dependability and holistic understanding—with Figo's brand. Also, the Pet Cloud application has improved customer engagement with social networking/lifestyle features like a crowd-sourced location finder, social media platform, and gamified interactions.

Figo recognized that no other company in the industry offered a self-serve application addressing all the needs of modern pet parents. And based on pet parent and internal team feedback from their previous application, Figo blended those findings with the latest technology trends to create a next-generation application. Leveraging a development team—consisting of a product manager, UX designer and design assistant, and dedicated team of 11 developers—the resulting V3 Pet Cloud launched three months ago to a select group of 12,000 customers and incoming results have exceeded expectations. Continuing a tradition of innovation, Figo intends to make the next-generation application available to all pet parents independent of the insurance product.

Uniqueness of the project

In support of their core philosophy, Figo held steadfast to three basic principles in developing the Pet Cloud: 1) put the pet parent first; 2) leverage new technologies, and 3) focus on the experience. First, Figo developed its platform with today’s pet parent in mind—mobile, social, on-the-go. Next, Figo used new technologies—best-in-class cloud applications, responsive design practices, the digital experience— to create an app that is both social and utilitarian. Finally, Figo simplified the customer experience by creating self-serve options to increase access, transparency, and satisfaction. In addition to core features—alerts, records management, A.I. claims submission—the next-generation Pet Cloud introduces live veterinarian chat, crowd-sourced location finder with ratings/reviews (Explore), and the social pet platform (Connect) all enhanced with gamified interactions. The Pet Cloud V3 represents both an incremental and disruptive innovation and further positions Figo as the premier insurtech company within the pet industry.

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