Client Onboarding for Insurance
Welcomes a new policyholder and sets up all necessary accounts, access, and communication channels for a successful engagement.
Aligns with ASIC regulatory requirements, General Insurance Code of Practice, and AFSL obligations. Includes audit trail provisions.
Workflow Stages
Welcome and Introduction
Send a welcome package and introduce the policyholder to their primary point of contact and key team members.
Inputs
- Signed contract
- Policyholder contact details
- Welcome package template
Outputs
- Welcome email sent
- Team introduction completed
- Kickoff meeting scheduled
Requirements Gathering
Conduct a detailed intake session to understand the policyholder specific needs, preferences, and success criteria.
Inputs
- Policyholder intake questionnaire
- Contract scope of work
- Kickoff meeting agenda
Outputs
- Completed requirements document
- Success criteria defined
- Priority list established
Account and Access Setup
Create all necessary accounts, grant system access, and configure policyholder-specific settings.
Inputs
- Requirements document
- System provisioning checklist
- Policyholder user list
Outputs
- Accounts created
- Access credentials distributed
- Policyholder portal configured
Training and Orientation
Provide the policyholder with training on tools, processes, and communication protocols.
Inputs
- Training curriculum
- Policyholder user list
- Platform access confirmations
Outputs
- Training sessions completed
- Training materials shared
- Policyholder competency confirmed
Settlement Plan Alignment
Finalize the settlement plan, milestones, and reporting cadence with the policyholder.
Inputs
- Requirements document
- Claim plan template
- Resource availability
Outputs
- Approved settlement plan
- Milestone schedule
- Reporting cadence agreed
Decision Points
- • Does the policyholder agree with the proposed timeline?
Onboarding Completion and Handoff
Confirm all onboarding tasks are complete and formally transition the policyholder to ongoing operations.
Inputs
- Onboarding checklist
- Policyholder feedback on onboarding
- Settlement team contact details
Outputs
- Onboarding completion confirmation
- Policyholder satisfaction survey sent
- Ongoing support channel activated
Frequently Asked Questions
What if the policyholder needs additional training?
Additional training sessions can be scheduled during or after the onboarding period at no extra cost for standard topics, or quoted separately for specialized requests.
How long does onboarding typically take?
Standard onboarding takes 5-15 business days depending on the complexity of the engagement and the policyholder readiness to participate.
Who is the policyholder main contact after onboarding?
The customer success manager remains the primary point of contact, with the claim manager handling day-to-day settlement matters.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.