Voya Claims Strategy
Problem
When I joined Voya, marketing was not keeping up with large strides Voya Claims 360, the organization’s claims strategy, was making, meeting the needs of the Client Rep and Distribution Teams, nor effectively communicating the organization’s value to prospective clients and brokers. Assets were outdated and needed extensive manual edits before they could be provided to clients, which created a cumbersome user experience.
Solution
Through cross-team collaboration, I created and executed a multi-pronged strategy to identify objectives, develop messaging, and align the Voya Claims 360 story across all collateral. I also leveraged Seismic, Voya’s sales enablement platform, to automate the customization of assets, modernizing the user experience while and reducing costs and time spent across the organization. Through these initiatives, I delivered marketing that meets the organization’s needs, while increasing utilization and reporting capabilities.
Testimonials
Jen Dehn
Health Solutions Strategy and Planning Consultant
“Andrew jumped in head first with MCI. He is responsive, knowledgeable, creative, and easy to work with. He is collaborative, willing to help and open to thinking outside the box to help us solve for obstacles – one example is his brilliant idea to create Live Docs in PDF to allow us the flexibility to create tailored versions of the same brochure between Ben-Admin Hosted and Voya Hosted Opt-in options. He doesn’t shy away from solutions just because they may not be the easiest one to push forward. Andrew always makes me feel like a valued voice on the team, which gives me confidence to share my ideas and opinions. He has been invaluable to our MCI team and he is greatly appreciated.”
Kyleen Engelstad
Director of Claims Strategy, Health Solutions
“Andrew is super creative, has outside the box ideas to meet our teams needs. He’s super efficient and very accommodating of all of our back and forth. We have moved miles forward this year in marketing collateral for claims due to Andrew’s ideas and help. He has come up with great options for documents and videos to make them digestible but also full of the content we need. We’d be lost without Andrew – what a great addition to our team.”
To solve for Sales’ outstanding request for several years, this video was developed to demonstrate the ease of filing a claim through the Voya Claims Center and value of claims capabilities with a real life example.
Voya’s claims strategy was refreshed to reflect capability enhancements and reinforce the organization’s commitment to helping employees get the most out of their coverages.
I showcased feedback from real claimants to bring Voya’s vision to life and deliver on the Distribution team’s request that has been outstanding for over 4 years. This is the inaugural piece in Health Solutions client experience library.
This video was enhanced and modernized to reflect the advances in Medical Claims Integration, educating employees how MCI can help get the most out of their coverage offered through Voya.
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How to file a claim flyer
Previously a Word doc flyer requiring extensive manual edits, I integrated the flyer with Seismic to streamline the user’s experience and eliminate the need for formatting. This format was also applied to a Spanish version, which reduced costs and time spent on translating client specific requests.
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Formless Claims Submission Flyer
I redesigned and incorporated this flyer with Seismic to automate the customization experience for users. Visit the Asset Optimization section to learn more about how I enhanced the user experience.
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Medical Claims Integration (MCI) Capabilities Brochure
This brochure communicates the process and benefits of MCI to brokers and employers. Seismic enables users to customize the asset to present Benefits Administrator opt-in, Voya hosted opt-in, or both.
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Medical Claims Integration (MCI) Employee Flyer
This flyer integrates with Seismic and enables customization between Benefits Administrator and Voya hosted opt-in, while leveraging one document.
