In response to the evolving landscape and COVID-19, Lincoln Financial Group began adopting new technology and sales practices to meet market demand for financial protection and guaranteed income solutions. This included the adoption of new digital tools to support business growth, such as virtual meeting platforms. Their digital program digitized core end-to-end processes and capabilities. The customer transformation journey technologically empowered prospects, customers, and financial professionals in the areas of life insurance new business and policy service through various initiatives across the value chain including eInterview, eStatus, ePay, and eDelivery capabilities.

The digitization of the full process was a key reason the project was selected as a Model Insurer. Celent also considered Lincoln's strong metrics in terms of adoption and use of technologies. This case study is particularly relevant for insurers who want to understand how to digitize their new busines process from start to finish.

LFG's Digital Process for Life

Source: Lincoln Financial Group