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The times when customers need to engage with insurance providers are often when they are experiencing high levels of stress and anxiety. So when registering and/or filing a claim, it's important to have the best possible digital platforms available. The myArbella app recently launched by Arbella Insurance Group, a property and casualty insurance company serving the New England area, was developed specifically with this need for frictionless digital services for insurance customers in mind. Taking a human-centered approach to design, Arbella shifted from a policy-centric to customer-centric philosophy that prioritizes the customer journey placing their most recent interactions or needs first in the interface. This new application allows customers to easily manage their Arbella Insurance policies from their phones, wherever and whenever they need to without having to dig through layers of menus to get there.

In order to execute on this approach. Arbella partnered with digital consultancy Mobiquity to build a best-in-class digital experience for its customers. Mobiquity built the myArbella app from scratch, leveraging insights from the Mobiquity Friction Report, a proprietary tool that uses artificial intelligence/machine learning (AI/ML) to analyze hundreds of thousands of customer reviews on mobile apps, websites, and similar tools across the insurance industry. The Friction Report findings, in conjunction with myArbella webview insights, leveraged the voice of the customer to guide Arbella on which features, functions and design choices to prioritize in the app development to make the mobile experience as user friendly as possible.

Mobiquity built an AWS backend that gathers all necessary data and transforms it into a format that the myArbella mobile app can easily consume, which translates into a fast, seamless experience for the end user despite the large amount of data spread across several endpoints.

The myArbella mobile app enables users to:
- View policy details (get VIN numbers, see policy documentation, view agent info, contact Arbella, accessID card, and see billing history)
- Pay bills at home or on the go
- Receive policy messages
- File a claim
- Access “Safe Driver Insurance Points (SDIP)," a Massachusetts state program that rates drivers and rewards individuals for safe driving

The myArbella mobile app gives customers access to everything they need to know about their policy. This was part of a larger strategy to provide users with the digital tools they need, while also reassuring them that their agent and insurance company are still taking care of them at the highest level. By integrating both the digital and physical experiences, customers will have a positive interaction, regardless of whether they use the mobile app, website, or call or visit with their agent. It's a true extension of Arbella's mission: "Here. For Good."

After successfully launching the new app in the Apple and Google Play App Stores in the spring of 2021, the Arbella team is thrilled to offer its customers this tool and solution that will enable them to self-service and access their policies on-demand.

Devices and Platforms Supported: Android , iOS (iPhone / iPad) , Other

App Categories: Business and Finance

Nominated for: 2021 Overall AwardsBest Mobile App of 2021

Price: Free

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