TIM CHADWICK
How Chadwicks Insurance implemented a tech solution in 6 weeks after 6 years of frustration
SOFTWARE INNOVATION
The latest in insurance
Software Innovation
LESSONS LEARNED
Insurance broker shares the mistakes they made with software
Great concept, but why do clients hate PDF forms?
In an era where digital transformation is reshaping industries, the insurance sector faces distinct challenges in implementing effective digital strategies for working with clients.
Offshore Hurdles, In-House Headaches
Tim Chadwick shares that after their failed attempt to implement online PDFs, they looked offshore for a solution, and when that failed, they found that trying to implement an in-house system was just too complicated and costly.
Chadwicks finds success with insdi
After years of frustration, Chadwicks Insurance discovered insdi a game-changing digital platform. It boosted staff morale, cut costs, and streamlined operations in just 6 weeks.
Why insdi is known for top security, efficiency and 24/7 support
Safeguarding clients' personal details is paramount. Tim Chadwick, CEO of Chadwicks Insurance, knows this all too well. In a recent interview, he shared his experiences with Insdi, a digital platform that has revolutionised their operations. From stringent security measures to efficient form handling and exemplary customer support, Insdi has proven to be an invaluable partner for Chadwicks Insurance. 12 16 18
In today's fast-paced world, the insurance industry demands efficient and innovative solutions to stay competitive. We reveal a new platform that is bringing innovation to the insurance industry.
CHADWICKS INSURANCE
SIX YEARS OF FRUSTRATION
After years of frustration, Chadwicks Insurance discovered a digital platform that allowed their clients to digitally engage with them at their leisure while boosting staff morale, cutting costs and streamlining operations in just six weeks.
We reveal a new platform that enables brokers, UMAs and insurers to digitise and streamline data collection from clients and third parties.
instant digital - How insdi enables businesses to digitise customer engagements and data collection.
In an era where policyholders are constantly on the move, the demand for engaging with brokers and insurers on their own terms and schedules has never been higher. The ability to provide seamless, on-demand interaction is a critical differentiator in today's competitive insurance market. However, finding the right software solution to facilitate this can be very difficult, with many systems promising the world but falling short in speed to market and real-world practicality.
Our magazine is dedicated to unravelling the complexities of this journey. We bring you the story of Chadwicks Insurance, a well-known brokerage looking to offer their clients additional digital methods to engage with them - from submitting claims, changing policy details to full insurance proposal forms. The magazine covers how they first struggled to find a viable solution before coming across insdi, a software platform specialising in business to client information gathering. Learn how Insdi assisted and enabled them to launch new channels to engage with their clients successfully.
Their journey is not unique. The fastpaced nature of modern business means that lengthy development cycles and delayed product launches are no longer acceptable. Companies must launch quickly, gather market feedback, and iterate rapidly to stay ahead. Chadwicks Insurance discovered the importance of a solution that supports this agile approach. They needed a tool that allowed for quick development, testing, and refinement, based on real-time user feedback.
Additionally, today's clients expect more from their digital interactions. They want pre-populated forms
that save time and reduce errors, the ability to upload files and images easily, and the convenience of signing documents digitally. Meeting these expectations requires a software solution that is not only user-friendly but also secure. With information protection laws becoming increasingly stringent, it's essential for data to be hosted locally, ensuring compliance and safeguarding client information.
The insdi platform featured in our magazine ticks all these boxes. It offers a cost-effective, rapid deployment option that minimises risk while allowing businesses to go to market promptly. The company was founded by Nic Esterhuysen and Joel Rothman, two insurance specialists well versed in the
insurance industry’s processes and challenges. Nic Esterhuysen shares - "Our goal with insdi was to allow companies access to a no-code platform that allows rapid development and deployment of solutions to digitally engage with their clients.” Joel adds, “Businesses spend loads of time and resources developing bespoke in-house solutions, only to be stuck with maintenance costs and slow release cycles. insdi allows businesses to move quickly as opportunities present themselves.”
The Chadwicks Insurance use case is a testament to how the right software can revolutionise an insurance business. By integrating the insdi platform, they were able to automate numerous processes, reduce administrative burdens, and enhance customer satisfaction."
Nic Esterhuysen & Joel Rothman, co-founders of insdi
INSURANCE INDUSTRY INNOVATION USING INSDI SYSTEMS
In today’s fast-paced world, the insurance industry requires innovative and efficient solutions to remain competitive. insdi, a ground-breaking platform co-founded by Nic Esterhuysen and Joel Rothman, is at the forefront of this transformation, revolutionising the way insurance companies operate. By harnessing advanced technology, insdi has enabled one of South Africa’s largest group schemes to thrive, streamlined complex property and motor fleet risk surveys, digitised claims registration processes, facilitated contactless product sales and deployed multiple pricing and rules engines for clients.
Best in Class Rating and Calculations
Service
insdi’s latest innovation has been it’s self-service rating and calculations service. The platform allows businesses to deploy any calculations and rules as an online service (eg. pricing engines and underwriting decisions) in minutes while removing the need for a programmer or configurator to reconfigure and test rates in the system. Insdi’s proprietary platform allows its customers to upload their calculation specification which gets reprogrammed in real-time into a lightning quick online service (API). Gone are the weeks and months of extensive configuration and testing to launch new rates into the market. Insdi lives up to it's moto of ‘instant digital’.
One of insdi’s pioneering clients has leveraged the insdi calculation service to improve sales by launching products faster and to a wider audience. From chatbots selling single asset cover to more advanced property and motor rating, the client continually expands their offering by utilising the insdi calculation service. Another client, based in the US and UK, launched their European product offering using the insdi platform with not a single engineer needing to be involved in the rate configuration. Not only does the service determine pricing, but it also applies underwriting rules and triggers to ensure higher risks are referred to underwriters for review.
Revolutionising Group Scheme Administration
insdi played a pivotal role in migrating and administering a large group scheme for a single-owner brokerage. This client faced the daunting task of obtaining consent from numerous group members, compounded by the franchise structure of the policyholder. Nic Esterhuysen explains, "The self-service nature of insdi allowed over 100 franchise offices to manage their staff’s migration, new member onboarding, and claim registration efficiently." insdi's solution not only reduced administrative burdens but also facilitated annual renewals and ensured compliance with changing policy terms. Over 35,000 members have used the platform, with more than 80,000 submissions processed seamlessly. Joel Rothman adds, "By digitising the process, we enabled our client to offer better insurance terms and significantly reduce paperwork."
Digital Claims Process: A Game Changer
insdi transformed the claims process for a client seeking to digitise their forms. Before engaging with insdi, the client faced significant challenges in offering a convenient online experience. Within a month, Insdi delivered a robust digital claims registration process, keeping all data within the client's jurisdiction.
End users rated the system an impressive 4.6/5, even during the typically stressful claims process. Nic Esterhuysen shares feedback from users: "Easy to use and great that pictures can be added" and "Found the questions easy to follow and the layout very helpful."
The digital transformation not only enhanced client satisfaction but also streamlined the entire claims process.
Secure and Efficient Risk Surveys
The protection of Personal Information (POPI) is critical in the financial and insurance sectors. insdi helped a client digitise their risk survey process, ensuring minimal sharing of personal information. Joel Rothman highlights, "Our platform provided a digital risk survey template, allowing surveyors to complete surveys with relevant information while protecting client data."
The solution enabled all parties to track survey status and generate immediate PDF reports for underwriters. This not only reduced survey costs but also enhanced the underwriting team's understanding of their risk pool, ultimately lowering claim costs.
Streamlined Onboarding for Group Schemes
insdi revolutionised the onboarding process for a client’s group schemes, replacing fillable PDFs with a mobilefriendly customer engagement solution. The new system allowed dynamic premium calculations based on scheme type and additional dependents, ensuring binding policy acceptance through One Time Pins (OTPs) and digital signatures.
Nic Esterhuysen states, "Our self-service platform enables clients to expand and customise onboarding without requiring day-to-day support from Insdi." With an average user rating of 4.85/5, the platform has processed over a thousand submissions, showcasing its efficiency and user-friendliness.
AFTER SIX YEARS OF FRUSTRATION CHADWICKS FINDS A SOLUTION IN LESS THAN SIX WEEKS
Like many firms in the insurance brokerage sector, Chadwicks Insurance encountered a fundamental shift in how clients wanted to engage with their business about six years ago. This change began a digital transformation journey that has profoundly impacted their operations and customer interactions.
Tim Chadwick, the CEO and Founder of Chadwicks Insurance recalls the early challenges, "We started back when everyone was using PDF fillable forms, which were cumbersome and error-prone. The inefficiencies of these forms were a significant setback, leading to frustration among clients and staff." This statement captures the
essence of many firms' struggles as they transitioned from traditional to modern digital engagement methods.
Clients began demanding multiple communication channels, from social media and email to WhatsApp. This demand required Chadwicks Insurance to find and implement channels that would work effectively for their clients.
Tim Chadwick explains, "There are a variety of channels open to the client: social media, email, WhatsApp. And so what we needed to do was kind of find a channel that would work for the client."
This shift necessitated a robust digital solution supporting these
diverse channels and providing a seamless user experience.
The solution was a partnership with insdi, a company that Nic Esterhuysen and Joel Rothman founded. insdi was created to address the specific challenges faced by the insurance industry.
Joel Rothman explains, "Our vision was to build a technically proficient platform that was deeply integrated with insurance business needs." This approach was crucial in ensuring that the digital tools were functional and aligned with the industry's unique requirements.
Nic Esterhuysen adds, "We understood the frustrations from both a business and client
perspective, which helped us design a system that truly addressed these pain points." Their experience in the insurance sector provided them with the insights needed to develop a digital solution that could handle the complexities of insurance forms while enhancing user experience.
Implementing insdi's platform was a turning point for Chadwicks Insurance. The new digital forms were designed to be easy to use across various devices, particularly mobile phones, which have become the primary tool for digital interactions. "The insdi system was designed to be easy to use on both laptops and mobile phones and everything in between," Tim notes, highlighting the flexibility and accessibility of insdi's solutions.
This change significantly improved Chadwick's operations—the new digital forms streamlined processes, reducing the turnaround time for form submissions and enhancing operational efficiency.
"The implementation of insdi's digital forms transformed our operations, streamlining processes and significantly reducing the turnaround time for form submissions," Tim Chadwick says. This transformation improved client satisfaction, proving the value of choosing a solution developed by industry insiders.
The shift to digital was challenging. Many firms in the insurance sector struggle with outdated methods and the need for specialised tools designed to manage customer interactions effectively. A key obstacle was the inflexibility of standard tools, which were often designed for backend workflows and unsuited for the complex and varied nature of customer-facing insurance interactions. These tools couldn't accommodate the nuances of insurance policies, claims processing, or regulatory compliance, leading to impersonal and constrained customer experiences.
insdi's platform addressed these issues by providing a tailored user experience designed specifically for the insurance industry.
These specialised tools offered interfaces and functionalities that simplified the complexities of insurance transactions, guiding customers through filling out forms, understanding their coverage details, and completing claims with structured processes. This approach reduced confusion and increased satisfaction among clients.
Moreover, insdi's platform ensured robust data handling and security, which are critical in the insurance sector. Insurance transactions involve sensitive personal and financial information, and insdi's tools were equipped with advanced security features to protect this data by industry-specific regulations. This system ensured data integrity and reduced the risk of breaches or data loss, enhancing client trust.
The integration of insdi’s platform also enabled Chadwick’s Insurance to offer a more personalised experience to its client. Chadwick’s could pre-fill forms before sending them out, reducing the information to be provided by the client which enhances both the clients experience and engagement and positively impacts client retention.
Tim Chadwick Founder & CEO Chadwicks Insurance
Chadwick's journey with insdi underscores the transformative impact of leveraging industryspecific expertise in digital transformation. For insurance companies grappling with the shift to digital, their story is a robust example of how the right digital tools, developed by those who understand the industry's intricacies, can substantially improve client engagement and operational efficiency.
Tim Chadwick aptly says, "The implementation of insdi's digital forms transformed Chadwicks Insurance's operations, streamlining processes and significantly reducing the turnaround time for form submissions."
This transformation highlights the importance of investing in specialised, industry-specific tools to enhance digital capabilities and improve customer satisfaction in the insurance sector.
THE PROBLEMS:
Chadwicks Insurance tried multiple solutions.
We reveal what software systems didn't work after extensive trials and testing
GREAT CONCEPT BUT WHY DO CLIENTS HATE PDF FORMS?
In an era where digital transformation is reshaping industries, the insurance sector faces distinct challenges in implementing effective digital strategies for working with clients.
Tim Chadwick from Chadwicks Insurance shared their journey with digital forms, which initially involved using PDF fillable forms. This transition, however, did not yield the expected improvements and highlighted significant obstacles that are common in the industry.
The Initial Approach: PDF Fillable Forms
Tim explained that Chadwicks started with PDF fillable forms, which was a popular choice at the time.
The idea was to streamline the formfilling process for clients. However, the experience quickly proved to be less than satisfactory. Clients often left mandatory fields unfilled, resulting in a back-and-forth process to complete the forms correctly. The signing process was cumbersome, lacking the smoothness required for efficient operations.
This friction led to frustration among clients, who began requesting a return to the traditional pen-andpaper method. The attempt at digital transformation through PDF forms was not successful, underscoring the need for more tailored solutions.
The Broader Challenge: Lack of Specialised Tools
The struggles faced by Chadwicks highlight a broader issue in the insurance industry: the lack of specialised tools designed for customer interactions. Aging infrastructure, isolated data pools, and rigid procedures often hinder innovation. However, the most significant barrier is the reliance on non-specialised tools that fail to manage the complexities of insurance transactions effectively.
Impact on Customer Experience
Non-specialised tools, such as standard backend systems, lack the flexibility to handle the nuanced nature of insurance interactions.
This rigidity forces customers into a one-size-fits-all model, making their experience feel impersonal and constrained.
Handling sensitive and complex data with generic tools can lead to processing errors, posing risks related to data privacy and compliance. The result is an inefficient and often suboptimal customer experience, negatively impacting customer satisfaction and retention.
The Case for Specialised Tools
For the insurance industry to succeed in its digital transformation journey, investing in specialised, industry-specific tools is crucial. These tools are designed to meet the unique needs of insurance customers, offering interfaces and functionalities that simplify complex transactions.
They ensure secure and efficient handling of sensitive data, enhance personalisation, and integrate seamlessly with legacy systems. Furthermore, they are adaptable to regulatory changes, ensuring compliance and operational efficiency.
Chadwicks' experience with PDF forms underscores the necessity of purpose-built tools in the insurance sector. The absence of these tools represents a significant barrier to digital adoption, leading to inefficient customer experiences and operational challenges.
For insurers to advance in their digital transformation, it is essential to invest in specialised tools that offer the flexibility, efficiency, and innovation required to meet modern consumer expectations and the demands of a competitive market. By addressing this key obstacle, insurers can enhance their digital capabilities, improving both customer satisfaction and operational efficiency.
Why PDFs don't work for Submiting Insurance Claims
Incomplete Information - PDFs often lead to incomplete submissions as clients may miss mandatory fields. Unlike interactive digital forms, PDFs lack built-in validation checks that ensure all required information is provided before submission. This results in a back-and-forth process to gather missing data, causing delays and frustration for both clients and insurers.
Inflexible Formatting - PDFs are rigid in their formatting, making it difficult to adapt forms for different types of claims or to include dynamic elements that guide users through the process. This inflexibility can lead to confusion and errors, as clients struggle to understand which sections are relevant to their specific situation.
Poor User Experience - Filling out PDFs can be cumbersome, especially on mobile devices. Many clients find it challenging to navigate through multiple pages, enter data accurately, and sign electronically. This poor user experience can discourage clients from using digital submission methods altogether, opting instead for traditional paper forms.
Lack of Real-Time Feedback - Unlike online forms, PDFs cannot provide real-time feedback or prompts to users. For instance, if a user enters information incorrectly or omits necessary details, they won’t be alerted immediately. This lack of instant validation increases the chances of errors and incomplete claims, requiring additional follow-up and corrections.
Inefficient Processing - Handling PDFs often requires manual data entry and verification by insurance staff. This manual process is timeconsuming and prone to human error, slowing down the overall claims processing time. Automated digital systems can streamline this by directly integrating submitted data into the insurer’s backend systems.
Security and Compliance Risks - PDFs may not offer the same level of security as specialised digital platforms, especially when dealing with sensitive personal and financial information. Ensuring compliance with industry regulations and data protection standards is more challenging with PDFs, which may not have robust encryption or secure submission protocols.
Limited Integration Capabilities - PDFs lack the ability to integrate seamlessly with modern insurance systems and databases. This limitation means that information from PDFs must often be manually entered into other systems, increasing the risk of data entry errors and duplication. Specialised digital forms, on the other hand, can automatically synchronise with existing systems, ensuring accurate and efficient data transfer.
LESSONS LEARNED: OFFSHORE HURDLES IN-HOUSE HEADACHES
Tim Chadwick shares that after their failed attempt to implement online PDFs, they looked offshore for a solution, and when that failed, they found that trying to implement an in-house system was just too complicated and costly
In today's digital age, many companies strive to improve efficiency and streamline processes through digital solutions. This was the case for our insurance brokerage firm, which embarked on a journey to find a suitable international digital forms product. Despite our best efforts, the journey was fraught with challenges that ultimately hindered our progress. Here, we delve into the specific issues we faced, and our eventual realisation that an in-house solution was not feasible.
The Quest for the Right Company
Our journey began with a basic requirement: a digital forms system that could handle conditional statements and where fields would appear or disappear based on user choices. This seemingly straightforward requirement led to an extensive research phase. We needed to find a company capable of delivering what we wanted, which was no small feat.
"The first problem was trying to find a company we thought could deliver what we wanted," said Tim Chadwick, CEO of Chadwicks Insurance. "We spent countless hours researching and consulting with various providers, only to find that most of them couldn't meet our needs."
The Compliance Conundrum
One of the biggest hurdles we encountered was data storage. The digital forms system we needed had to store data securely, as we are bound by the Protection of Personal Information Act (POPIA) in South Africa. This act mandates strict data protection measures, and as an insurance broker, we have a responsibility to ensure that all client information is safeguarded.
"The real challenge was that the data was stored on offshore servers," Tim explained. "Given the POPIA act, we had to make sure that the information inputted on the form
was protected. Using these offshore businesses meant that we would be non-compliant with POPIA, and that's where the process came to a grinding halt."
Cost and Support Woes
Even if compliance had not been an issue, the costs associated with these offshore systems were prohibitive. Implementing an international digital forms product comes with substantial costs, from initial setup fees to ongoing maintenance and support. Many companies we considered offered poor support, compounding the issue.
"The costing was another major problem," Tim shared. "The expenses were high, and the support we received was not good. We often faced delays and frustrations due to time zone differences. It was clear that an offshore solution was not viable for our needs."
Considering an In-House Solution
Given the myriad of challenges with offshore solutions, we briefly considered developing our own inhouse system. On the surface, this seemed like a plausible solution. We could design a system tailored to our specific needs, with full control over data storage and compliance.
"For a split second, we thought about taking it in-house," Tim admitted. "But then we remembered our past experience. We've been down the road of trying to develop an insurance software system before, and it cost millions of rands without delivering the desired results."
The Realities of In-House Development
Developing an in-house solution requires significant resources, both financial and human. The costs associated with such a project are staggering, from hiring skilled developers to ongoing maintenance and updates. Additionally, the time constraints are considerable. Building a robust digital forms system is a lengthy process, requiring months, if not years, of development and testing.
"Our previous attempt at developing software was a costly lesson, we even tried AI chatbots, but soon found that the technology on offer was not fit for purpose," Tim reflected. "The costs, time constraints, and coding frustrations were immense. Bugs and issues are inevitable, and resolving them requires expertise and time. We knew that this path was fraught with risks and uncertainties."
The Final Decision
"In the end, we decided that developing an in-house solution was not a viable option. The costs, time constraints, and coding frustrations were too great. Instead, we opted to continue searching for a professional solution that could meet our needs," says Tim.
"Our experience underscores the importance of thorough research and due diligence," Tim stated. "While the journey was challenging, it provided valuable insights into the complexities of implementing digital forms systems. For other companies facing similar challenges,
my advice is to weigh the pros and cons carefully and consider all factors before making a decision."
In conclusion, the quest for a suitable digital forms product was a learning experience that highlighted the challenges of compliance, cost, and support.
In the next section, Tim Chadwick shares how they turned to a South African based firm called insdi. What insdi achieved in six weeks was a game changer for Chadwicks Insurance
THE SOLUTION:
Chadwicks Insurance finally found the solution.
After six years of frustration
Insdi provided a software solution in six weeks
CHADWICKS FINDS SUCCESS WITH INSDI
After Years of Frustration, Chadwicks Insurance Discovered Insdi a Game-Changing Digital Platform. It Boosted Staff Morale, Cut Costs, and Streamlined Operations in Just Six Weeks
In the competitive world of insurance, staying ahead often means embracing new technologies and innovative solutions. For Tim Chadwick, CEO of Chadwicks Insurance, the journey to finding the right digital solution for their business was long and arduous. However, the turning point came when they appointed insdi, a digital informationgathering platform, which proved to be the game-changer they needed.
Here, Tim shares his experience and insights on how insdi transformed their operations.
The Long Road of Frustration
For years, Chadwicks Insurance had been struggling to find a suitable digital solution. "We had spent nearly six years trying outside solutions, inside solutions," Tim recounted. "It's difficult to say exactly how much we spent, but the cost was enormous."
The inefficiencies not only drained their financial resources but also took a toll on the morale of the staff. “Our staff were pulling their hair out,” Tim said, reflecting on the internal stress caused by the failed attempts.
The insurance industry is heavily data-driven, and the complexity of the information involved makes finding a suitable digital solution challenging.
"Because insurance is a data-heavy industry, there is a lot of information, data and variables," Tim explained. The platforms they tried were not equipped to handle the unique demands of the insurance sector, leading to repeated setbacks and frustrations.
The Turning Point: Discovering insdi
About a year ago, Tim and his team met with a company called insdi, which had developed a digital information-gathering platform.
"When I saw insdi, immediately I thought, well, the name's interesting. insdi, what is that? And, oh, it's Instant Digital. That piqued my interest," Tim shared. The promise of an instant digital solution for their claim forms caught their attention.
insdi's reputation in the industry also played a crucial role in their decision. "The gentleman that runs insdi, we had got good references. He's been known in the industry for a while," Tim explained. After extensive research and numerous trials with other platforms, insdi seemed like the right choice. "We needed to move on this quickly. It had been a developmental stage for far too long. So, insdi ticked a lot of the boxes initially," Tim said.
Rapid Implementation and Unprecedented Efficiency
What set insdi apart was its ability to deliver results swiftly. "Within six weeks, the nine forms that
were a key part of our business and that we'd been trying to develop, insdi had those nine forms up and running," Tim revealed. This rapid implementation was a stark contrast to the six years of frustration they had experienced with other solutions.
The six-week process with insdi was a revelation. "We had a feeling that we almost ran out of some prejudice. It's hard to believe that we could get that solution so quickly," Tim admitted. The collaboration with insdi was smooth and efficient. "We had very few meetings with them actually, but when we did, you knew that you were being listened to. And secondly, that they knew what they were talking about," Tim said. This confidence in insdi's expertise and understanding of their needs made the process remarkably effective.
Tim recounted the efficiency of the process, "We started something and finished it in six weeks, which we hadn't done for so many years before that." This swift and effective implementation was not just about ticking off a checklist but about demonstrating the potential for efficiency when working with the right partner.
Boosting Morale and Efficiency
The successful implementation of insdi's solution had a profound impact on the staff at Chadwicks Insurance. "The benefit to the staff was saying, this is what we can do in six weeks if we have the right people," Tim explained. The accomplishment not only boosted morale but also demonstrated the potential for efficiency when working with the right partner.
Tim emphasised the motivational aspect of this achievement. "It was a motivational thing as well, because this is something that we ticked off in six weeks, which, you know, we hadn't done for so many years before that," he said. This newfound efficiency and sense of accomplishment were invaluable for the team.
A Skeptic Proven Wrong
Tim admitted that he approached the project with a degree of skepticism. "I'm a bit of a skeptic, so I always go, you know, seeing is believing," he said. However, insdi's ability to deliver on their promises proved him wrong. "I never thought it would have been six weeks, but I was proved wrong happily,"
Tim stated. This positive outcome reaffirmed the decision to work with insdi and showcased the platform's capabilities.
Substantial Cost Savings
While it is challenging to quantify the exact cost savings, Tim acknowledged that the difference was significant. "If you look at the time we saved and compare it to what we could have spent with insdi, it's substantial," he said. The combination of time efficiency and effective implementation translated into considerable savings for Chadwicks Insurance.
The Path Forward
Tim's experience with insdi is a testament to the importance of perseverance, research, and the willingness to embrace innovative solutions. "We've seen many different solutions over the years, tried many ourselves," Tim noted. "But insdi stood out because they delivered exactly what we needed in a fraction of the time."
The journey with insdi also underscores the importance of finding the right partner. "They were such a pleasure to work with
because you knew that you were being listened to and that they knew what they were talking about," Tim said. This level of understanding and expertise was crucial in achieving the desired outcomes.
The partnership with insdi marked a turning point for Chadwicks Insurance. Tim Chadwick's experience highlights the importance of finding the right digital solution and the impact it can have on a business.
By choosing insdi, they not only saved time and money but also boosted staff morale and efficiency. Tim's journey underscores the value of perseverance, research, and the willingness to embrace innovative solutions to achieve business success.
For other companies navigating the digital transformation landscape, Tim’s story offers valuable lessons in balancing skepticism with openness to new possibilities. The integration of insdi's platform also enabled Chadwicks Insurance to offer a more personalised experience to its client. Chadwicks could pre-fill forms before sending them out, reducing the information to be provided by the client which enhances both the clients experience and engagement and positively impacts client retention.
Insdi founded by Joel Rothman and Nic Esterhuysen
WHY INSDI IS KNOWN FOR TOP SECURITY, EFFICIENCY, AND 24/7 SUPPORT
Safeguarding clients' personal details is paramount. Tim Chadwick, CEO of Chadwicks Insurance, knows this all too well. In a recent interview, he shared his experiences with insdi, a digital platform that has revolutionised their operations. From stringent security measures to efficient form handling and exemplary customer support, insdi has proven to be an invaluable partner for Chadwicks Insurance.
Ensuring Top-Notch Security
"We're in the insurance business, we are dealing with people's personal details of a very private nature," Tim began. "And we live in an era where people are experiencing online fraud." Given these concerns, Tim emphasised the importance of robust security measures when evaluating digital platforms.
"All those are key questions," he said. "If we didn't have peace of mind with insdi, we wouldn't do it. We wouldn't have been able to move ahead because POPIA compliance and the security of our business are huge." As Tim recounted how Chadwicks Insurance rigorously vetted insdi "We looked at the contract, what they were saying, and what they do. They backup information, have proper firewalls, and store data on South African servers."
This level of security was crucial for Chadwicks Insurance. "We know that we've taken all reasonable steps as Chadwicks to ensure that information is secure," Tim stated. He highlighted additional security measures like
OTPs and encrypted records that ensure client data protection. "insdi ticks all the boxes," he affirmed. "We can never be 100% secure, but knowing they've done everything possible to protect the client's personal information is reassuring."
Streamlining Client Interaction
A significant pain point for clients in the insurance industry is the repetitive and tedious task of filling out forms. Tim addressed this issue by leveraging insdi's capabilities. "As a customer of an insurance brokerage myself, if there's one thing that frustrates me, it's filling in forms," he shared. "insdi enables us to prepopulate forms."
Tim explained how this feature benefits both the clients and the business. "In our industry, we call it 'know your client,' and we make every effort to know our clients intimately from a business point of view," he said. "All the information we have on that client, we prepopulate. It takes that pain point away and makes filling out forms a pleasure for the client."
Exceptional Customer Support
In any service platform, timely support is critical, especially in the insurance industry where delays in claims processing can affect clients' financial futures. Tim emphasised the importance of insdi's customer support. "You always know what you bought when you look at the aftersales service," he noted.
"That's where the rubber hits the road — how do they react when there's an issue or challenge?"
Tim praised insdi's support team for their responsiveness and efficiency. "I haven't had to get involved with insdi since we signed up with them because it's been seamless," he said. "If there's been an issue, we would get hold of them, and pretty much in a day, it would be sorted. The aftersales service has been superb, and we have no issues in that regard."
Boosting Staff Efficiency and Morale
Implementing a new system can often be stressful for staff, but insdi has positively impacted the team at Chadwicks Insurance. "People go to work not just to make money but to have a sense of satisfaction," Tim observed. He recounted how the project with insdi allowed one of his staff members to grow professionally.
"I was initially involved with the conceptual stages of how the forms were going to look," he explained. "I had two meetings with one of my staff members to paint the picture and get the specifications, and then I handed it over to her. She then dealt with insdi on her own and we had the results."
This experience not only resulted in successful implementation but also significant personal growth for the staff member. "Her growth has been fantastic just from this project," Tim said. "It's the first time she's really done something like this— developing a product by herself and then taking it to fruition. Those two things were absolutely fantastic to experience."
A Seamless Transition
Tim emphasised the smooth transition to using insdi. "From the day we signed the contract to the deliverance of those nine forms, it was seamless," he recalled. insdi maintained their commitment and delivered precisely what was promised, which was a stark contrast to previous experiences with other platforms.
The initial phase involved detailed planning and clear communication. "I was involved in the conceptual stages, discussing how the forms should look and function," Tim explained. This collaborative approach ensured that the final product met the specific needs of Chadwicks Insurance.
Tim Chadwick's experience with insdi highlights the profound impact that a reliable digital solution provider can have on a business. From stringent security measures to efficient form handling and exceptional customer support, insdi has proven to be the right partner for Chadwicks Insurance.
Tim's journey underscores the importance of thorough vetting, clear communication, and robust support in achieving successful digital transformation. For other businesses navigating similar challenges, his story serves as an inspiring example of what can be achieved with the right partner. The success of Chadwicks Insurance with insdi showcases the transformative potential of digital solutions when executed with precision and commitment.
"Suddenly, tasks that used to take hours were completed in minutes," Tim Chadwick enthuses. "Our team was able to focus on what they do best – serving our clients – rather than wrestling with outdated technology."
WHY THE INSURANCE INDUSTRY HAS EMBRACED THE TEAM AT INSDI
insdi (Instant Digital) has established itself as a trusted provider of digital solutions geared towards client data collection. Our solutions are crossplatform, enabling clients to submit information using their preferred devices. Additionally, our no-code platform empowers business users to independently set up and manage these systems, thereby reducing dependency on IT resources, avoiding resource bottlenecks and accelerating market development and process improvement.
insdi emerged from the recognition of the insurance industry's slow pace in digitising processes, particularly during the initial client interaction phase where information is required. Traditionally, the interval between a business deciding on an initiative, launching it, and making adjustments based on market feedback has been cumbersome and protracted. This inability to make timely changes often necessitates multiple iterations of scoping and sign-off, resulting in further delays in launching processes.
insdi’s founders are from the insurance industry and understand the pain points in the insurance process, from proposal forms, renewals, building and motor fleet risk management to first notification of claims and post repair assessments. Having first hand experience in these processes, we have developed a platform to help businesses service their clients at their leisure, improving their experience.
Use cases in insurance
insdi clients have found success in a number of iniatives, from intelligent claim forms, onboarding of new and existing members on large group schemes, proposal forms and renewals, to surveys on buildings and monitoring the condition of vehicles in large motor fleets. Our platform allows users to stop and continue, which is partcularly useful for larger forms or where information isn’t immediately at hand.
insdi’s latest offering is a market first rating engine. Go from spreadsheet to API in hours rather than months of
painful testing. Our early adopters have already found great success and their cadence of product launches has increased immensely. We have underwriting and pricing engines running on products in South Africa and Europe.
Superpowers
insdi’s superpower is it’s unique ability to generate a production ready application in record time for business and first adopters to use and provide feedback. We believe that no plan is ever perfect and your ability to rapidly react to user and market feedback is as essential as being able to launch in the first place. Hence insdi has developed a no-code platform for business users to configure and update as needed without having to stand in line for scarce internal IT resources.
insdi has been enabling businesses to launch processes and products rapidly and with great results for their clients. Contact them today for a chat on how they can assist your business.
The insdi team are proud to serve:
