HIGHLIGHTS
THE CHALLENGE
PURE insurance continuously
searches for ways to improve
communications with their
members. With consumers
preferring to manage their
insurance policies online,
PURE saw the need to
expand the convenient online
options for viewing and
paying bills.
THE SOLUTION
PURE launched electronic bill
presentment and payment
with ACI Worldwide giving
members the option to
make one-time or recurring
payments. In addition to
boosting convenience, PURE
lowered operating costs by
consolidating all policies on
a single bill and defaulting
members to eBilling.
THE RESULTS
Within three months of
launch, PURE exceeded the
industry-standard adoption
rate. As a result, members
experience higher quality
service and PURE lowers
their paper and postage
expenses.
DELIVERING CUSTOMER
EXPERIENCE: PURE
TAKES BILLING AND
PAYMENTS ELECTRONIC
With an emphasis on delivering the absolute best in
customer service, Privilege Underwriters Reciprocal
Exchange (PURE) is continually exploring new ways
to better communicate and interact with its members
about their insurance policies. As many consumers now
go online for everything from viewing statements to
paying their bills, PURE recognized the need to expand
its communications channel accordingly, and offered its
members a multitude of options to meet their electronic
payment needs and preferences.
WE’RE ALWAYS ASKING OURSELVES
HOW WE CAN PROVIDE THE BEST
SERVICE TO OUR MEMBERS, AND MAKE
IT AS SIMPLE AS POSSIBLE FOR THEM TO
INTERACT WITH US. ACI’S BREADTH OF
SOLUTIONS ALLOWS US TO ACCOMPLISH
WHAT IS MOST IMPORTANT — DELIVERING
THE UTMOST IN FLEXIBILITY AND SERVICE.”
Stuart Tainsky
SVP, CIO
PURE Insurance
THE CLIENT
PURE provides comprehensive coverage for responsible, successful owners
of high-value homes, automobiles, jewelry, art, personal liability and
watercraft. Currently writing policies in 11 states and licensed in 18, PURE
is a member-owned reciprocal insurer and is rated “A-” (Excellent) by A.M.
Best Company. For more information, visit www.purehnw.com.
A CUTTING-EDGE APPROACH
Through its relationship with ACI, PURE is establishing a new standard
when it comes to electronic communications; one that flips the switch on
the paper-based traditions of its industry peers. New members are now set
up on PURE’s eDelivery system by default and can opt out if they prefer to
receive printed bills and statements — rather than the other way around.
There are no added fees and virtually no technical requirements. This
allows the company to continue to provide members with every possible
option, from print to electronic communications, to truly address every
individual preference and need.
BUSINESS DRIVER: FLEXIBLE OPTIONS
TO MEET EVERY NEED
Before its launch, PURE conducted considerable research to understand
customer needs across a range of industries, and built its own business
model accordingly. Taking a page from companies known for exceptional
service both within the insurance realm and outside it, PURE established
early on that accommodating the needs of its members would always be
its top priority. One of the most important aspects of this commitment
to quality service is offering total convenience. For PURE, this means
rethinking the way information is shared with its members. For instance,
the company provides a uniquely integrated billing feature that
consolidates all active policies on a single bill, and allows members to
allocate payments to individual policies. As a next step, PURE wanted to
provide even more flexibility by offering members the option of accessing,
viewing and making payments on their policies electronically.
THE SOLUTION: CONVENIENT
ELECTRONIC BILL PRESENTMENT
AND PAYMENT
To power its solution for electronic billing, PURE was referred by its trusted
financial partners to ACI Worldwide for their proven expertise and deep
experience in the insurance industry. PURE began by working with ACI
to set up electronic payments processing, and then quickly expanded its
2
offering to include electronic presentment in response to rapid member
adoption. PURE deployed the following services:
FOR US, THE
INTEGRATION
OF OUR PRODUCTS
ON THE BACK END IS
KEY. WE KNOW WE
CAN RELY ON ACI TO
PROVIDE US WITH A
COMPREHENSIVE SUITE
OF SOLUTIONS FROM
A SINGLE, TRUSTED
SOURCE, ENSURING
THAT EVERYTHING
WORKS TOGETHER
SEAMLESSLY FOR US —
AND TRANSPARENTLY
FOR OUR MEMBERS.”
JASON LICHTENTHAL
VP OF INFORMATION SYSTEMS
PURE INSURANCE
• ACI One-Time Payments™: A quick-capture payments service that lets
PURE easily accommodate customers who wish to make payments, but
don’t want to sign up for an ongoing service
• ACI Recurring Payments™: Enables PURE to deliver consumers a
complete, predictive online payments experience that helps drive the
adoption of low-cost bill presentment and payment methods, increase
customer loyalty and improve cash-flow forecasting
• ACI Bill Presentment Services™: Gives PURE the ability to present full PDF
policies and bills electronically and drive paper bill suppression
• ACI eLockbox™: Gives PURE a way to consolidate and receive electronic
payments coming from any source, including every online banking site,
walk-in location and their user interfaces
With the ACI solutions in place, members can make payments
electronically using a checking account, credit card or debit card, and can
also contact PURE’s member service representatives to pay by phone, with
immediate email confirmation.
THE RESULTS: SERVICE LEVELS REACH
NEW HEIGHTS
With the flexibility it wanted and the security it needed from ACI, PURE
rolled out its electronic bill presentment and payment solution — and saw
an immediate and enthusiastic response from its members. Within three
months, the company surpassed the industry-standard adoption rate, with
more than 30 percent of members conducting transactions electronically.
Internally, PURE’s own member services and accounting teams are also
excited about the new system, which makes it easier for them to upload
information to the billing system and allocate payments according to
member preferences. Overall, the solutions have helped to streamline
operational efficiency, and decrease paper and postage costs. But most
importantly, they have added a new channel of communication between
PURE and its members, further reinforcing the company’s commitment to
top-notch customer service.
3
THE FUTURE: A PARTNERSHIP FOR
LONG-TERM SUCCESS
As adoption rates for its electronic bill presentment and payment offerings
continue to grow, PURE is already thinking of additional ways it can
leverage technology to increase convenience for its members, and expand
its relationship with ACI. For instance, the company is currently considering
ACI Disbursement Services™ to seamlessly distribute claim payments and
credits to members’ accounts for immediate access.
To read more customer success stories,
visit www.aciworldwide.com/casestudies.
Contact us at 866-606-3000 or [email protected] to see what
ACI’s UP® Bill Payment™ solutions can do for you.
ACI Worldwide, the Universal
Payments (UP) company, powers
electronic payments for more
than 5,100 organizations around
the world. More than 1,000 of
the largest financial institutions
and intermediaries, as well as
thousands of global merchants,
rely on ACI to execute $14
trillion each day in payments
and securities. In addition,
myriad organizations utilize our
electronic bill presentment and
payment services. Through our
comprehensive suite of software
and SaaS-based solutions, we
deliver real-time, any-to-any
payment capabilities and enable
the industry’s most complete omnichannel payments experience.
LEARN MORE
WWW
WWW.ACIWORLDWIDE.COM
@ACI_WORLDWIDE
Americas +1 866 606 3000
Asia Pacific +65 6334 4843
Europe, Middle East, Africa +44 (0) 1923 816393
© Copyright ACI Worldwide, Inc. 2016
ACI, ACI Payment Systems, the ACI logo, ACI
Universal Payments, UP, the UP logo, ReD,
PAY.ON and all ACI product names are trademarks
or registered trademarks of ACI Worldwide, Inc.,
or one of its subsidiaries, in the United States,
other countries or both. Other parties’ trademarks
referenced are the property of their respective
owners.
ACS6135 12-16
4