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Lincoln Financial offers online chat capabilities to service policies

Published 08 June 2018

Lincoln Financial Group is offering online chat capabilities to service policies.

Offered on www.LincolnFinancial.com (LFG.com), the service provides individual life insurance customers an additional choice for how they can interact with Lincoln, based on their preference, to enhance the customer experience.

Lincoln Financial Group customer solutions senior vice president Bob Scheppegrell said: “Life insurance customers expect the same type of service experience they receive from ‘born-digital’ companies that utilize technology like one-click customer service.

“Lincoln strives to meet these expectations by continually improving how we serve our customers, and we’re excited to be one of the first in the life insurance industry to utilize webchat capabilities that deliver the information customers need, when they need it, and how they need it.”

Lincoln’s webchat capabilities feature a chatbot, or an artificial intelligence program, called ‘Ask Abe’ that is able to help customers with instructions for completing common, simple transactions such as changing a beneficiary or obtaining a copy of a policy.

For these types of general inquiries, policyholders and agents can interact with ‘Abe’ 24 hours a day, 7 days a week without the need to log into an account. Abe offers customers the option to transfer to a live representative during normal business hours upon request.

Lincoln also offers policyholders an option to interact with a live representative online after logging into their personal account for policy-specific information and transactions. Through this new chat feature, policyholders can execute all the same policy updates, such as changing an address, that they are able to when working with live call center representatives.

The new chat capabilities are the latest example of Lincoln’s ongoing commitment to providing customers solutions and services that transform the life insurance experience and make it easier to do business with Lincoln. Prior examples include Lincoln’s award-winning TermAccel Level Term insurance, streamlined underwriting processes, electronic application and policy delivery options and digital claims experiences.

The chat feature can be accessed by clicking the ‘Contacts, Forms & Claims’ link at the top of the main www.lfg.com page and then selecting ‘Life Insurance.’

Source: Company Press Release