Accueil » Stackathon Segments » Customer Self-Service

The following vendor(s) were chosen

by the Stackathon broker participants

as their top choice(s) in Customer Self-Serve

Trufla truWeb

Read More

Koios Intelligence

Read More

Pathway

Read More

Customer Self-Service Capabilities

Scoring Criteria
Ease of Access and Navigation (5 points)
Description: How easy it is for customers to access and navigate the self-service portal (e.g., desktop and mobile).
Considerations: Is the portal intuitive and user-friendly across devices? Can customers easily find what they need (e.g., policy information, documents)?

Policy Management Features (5 points)
Description: The ability for customers to manage their own policies, including viewing, renewing, and making changes to coverage.
Considerations: Can customers easily view their policy details, request changes, or initiate renewals without broker intervention?

Claims Submission and Tracking (5 points)
Description: The capability for customers to submit and track claims directly through the self-service platform.
Considerations: How easy is it for customers to submit claims? Is there real-time tracking and status updates available?

Payment and Billing Management (5points)
Description: The ability for customers to view bills, make payments, and manage payment options through the platform.
Considerations: Can customers easily access their billing information and manage payments online? Are payment options diverse and flexible.

Product Distribution and Purchasing (5 points)
Description: The ability for customers to purchase insurance products directly through the self-service portal without broker intervention.
Considerations: Can customers browse, compare, and buy insurance products independently? Does the system support product upselling?


Native iOS and Android App Availability (5p oints)
Description: Whether the platform has a fully functional native app for iOS and Android devices.
Considerations: Does the system offer a native app with all core self-service features? Is it user-friendly and regularly updated?


Security and Data Privacy (5 points)
Description: The level of security provided to ensure customer data is protected during self-service interactions.
Considerations: Does the platform offer secure login, encryption, and compliance with data protection regulations like GDPR or PIPEDA?


Pricing and Value for Money (5 Points)
Description: The cost-effectiveness of the system in relation to its features, performance, and value provided.
Considerations: Is the pricing competitive, flexible, and justified by the system’s features, performance, and return on investment?

Become a Part of the Community.

Subscribe today and Stay Updated! Get the latest updates, news, and exclusive content straight to your inbox.

By submitting this form, you are consenting to receive marketing emails from: My WordPress. You can revoke your consent to receive emails at any time by using the SafeUnsubscribe® link, found at the bottom of every email. Emails are serviced by Constant Contact

© 2025, Insurance Brokers Association of Canada

Aligning with Regulatory Frameworks and Standards

Principles will align with international AI guidelines (e.g., ISO 42001, OECD frameworks) and industry-specific regulations (e.g., RIBO, OSFI, AMF) upheld by stakeholders. Adherence to legal standards will help organizations navigate jurisdictional requirements, promote sustainable practices, and prevent misuse of AI data

Encouraging Responsible Al Innovation

Principles will encourage the broker community to innovate responsibly by developing AI systems that prioritize consumer well-being, inclusivity, and fairness, while also assessing the societal, environmental, and economic impacts of their AI solutions

Promoting Accountability in AI Oversight

AI principles will reinforce accountability across all levels of organizations and third-party collaborators. By defining roles, ensure human oversight in AI processes, this enhances traceability, enables informed decision-making, and embeds mechanisms for ethical redress when errors or adverse outcomes occur

Ensuring Consumer Trust and Fairness

AI governance principles support commitment to transparency, fairness, and accountability. By requiring explainable outcomes and proactive consumer communication, it fosters trust among the broader broker community, their clients, and external stakeholders

Supporting Ethical Standards and Stakeholder Collaboration

By incorporating AI governance principles, broker members can align with its mission of fostering an ethical culture among its stakeholders Address biases, safeguard consumer protection, and promote inclusivity, which will reinforce commitment to ethical AI practices in collaboration with industry stakeholders, regulators, and third-party solution providers

PoC Use Case Overview: Al-Assisted Coverage Discovery & Gap Analysis

Technical Requirements

AI models with context on industry benchmarks and policy structures to interpret existing policy terms, endorsements, and clauses.

Integration with BMS to retrieve client profiles, exposure information, and historical policy data.

Data ingestion and continuous updates to ensure alignment with typical coverage patterns and industry guidance.

Data security and compliance features to protect client information.

Functional Scope

Analyze client-submitted data, including exposures, business context, and other relevant information.

Extract and interpret existing policy terms (e.g., endorsements, exclusions, clauses).

Benchmark against typical coverage patterns and industry guidance to identify coverage gaps.

Prioritize identified coverage gaps and provide rationale based on considerations such as industry standards and risk.

Recommend relevant products and coverage options tailored to the client profile, and generate summaries for client discussions.

AI-Powered Client Onboarding & Data Intake – Overview:
Proof of Concept (PoC) Use Case

Technical Requirements

BMS Integration: Integration with BMS for secure data capture and storage.

Applied ARS Integration: Integration with Applied ARS to enable automated quote generation.

Dedicated Parsers for Renewal: Document parsing capability for 5–6 carrier renewal documents with high accuracy.

Extensibility Framework: Modular architecture to support future enhancements and additional automation.

Functional Scope

AI Chatbot for Client Onboarding: Collect client information, answer onboarding questions, and guide users through the onboarding process.

Data Collection & Storage: Capture and store collected data directly in the broker’s BMS.

Document Processing: Enable clients to upload renewal documents and extract key data to accelerate the onboarding process.

Quotes Generation: Generate quotes based on collected information.