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CASE STUDY


DIRECT-TO-CONSUMER CAR INSURANCE

INSURER SEES 23% HIGHER COMPLETIONS AFTER REPLACING DOCUSIGN

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EXECUTIVE SUMMARY

BUSINESS OBJECTIVES

 * Replace DocuSign as their e-signature solution provider
 * Increase completion rates of online applications and claims
 * Avoid extra charges for customer support

THE SOLUTION

 * Integrated OneSpan Sign with Guidewire PolicyCenter, ClaimsCenter, SmartCOMM,
   Hyland OnBase, and the carrier’s in-house Policy Administration service

THE RESULTS

 * 23% higher application completion rate in first 30 days compared to DocuSign
   due to ability to fully white-label the experience
 * Fast integration with go-live in 30 days
 * Multiple lines of business were moved to OneSpan Sign within a single
   Professional Services engagement
 * Significant cost savings compared to DocuSign

This insurance carrier replaced DocuSign as their electronic signature solution
provider to avoid fees and inflated prices, while improving KPIs with a
white-labeled experience.

Prior to 2021, this leading Direct-to-Consumer (DTC) auto insurance carrier had
relied on the DocuSign electronic signature solution as part of their digital
policy application process. When it came time to renew their contract with
DocuSign, several elements of the business relationship encouraged the team to
make a change. DocuSign came to the table with a contract that included a
significant price increase per transaction and continued to charge extra for
support services. Worse, DocuSign pushed to lock-in a three-year renewal under
these new terms.

But price was not the sole motivator for seeking alternatives. The DocuSign
solution did not yield the completion rates they expected. Though the insurance
carrier did not understand why, the digital process enabled by DocuSign only
yielded a 64% completion rate with inexplicable delays. Customers would take
longer than expected to open the email invitations and sign documents. “Why is
it so slow?” became a common internal question among the team, and DocuSign
could provide no path to improving these issues.

As they soon discovered, the completely customizable and white-labeled
experience offered by OneSpan Sign proved to be that path forward.


THE SOLUTION


THE SOLUTION OVERCOMING THE COMPLETION RATE PLATEAU

As is common in the insurance industry, a new business application is e-signed
using an electronic signature platform. To access the policy application and
signing experience, this DTC carrier sends an email invitation through the
platform. The problem was that DocuSign does not offer their customers an
opportunity to fully white-label that experience. The customer receives that
email invitation from a DocuSign email server and domain. When entering the
signing ceremony, the customer is then greeted by DocuSign’s brand and the
required insurance forms. At no point before this in the process is the customer
introduced to DocuSign or expecting their involvement.

The mysterious delays and disappointing completion rates were a direct result of
the disconnect in branding. Even though the email address was from the DTC
carrier, it was being sent via the DocuSign domain, which caused some of the
email invitations to be filtered into customers’ spam folders. This also left
customers open to phishing attempts in a scam known as “brandjacking” where
scammers leverage specific brands like DocuSign to entice customers into opening
email invitations. Growing awareness of these deceitful tactics increasingly
dissuades customers from trusting emails from third-party brands.

Sophos cited in their 2021 report that 70% of organizations have seen increased
phishing attempts since the pandemic began.1 In that climate, it is no surprise
that customer skepticism is high and a custom-branded experience is all the more
important.

> We didn’t realize the impact our DocuSign implementation had on the completion
> rate, until we implemented OneSpan Sign
> 
> CUSTOMER EXPERIENCE DIRECTOR



After learning the full extent of OneSpan Sign’s white-labeling capabilities and
seeing a proof of concept, the auto insurance carrier committed to OneSpan Sign
as their new provider.


INTEGRATIONS WITH GUIDEWIRE, HYLAND, AND SMART COMMUNICATIONS

OneSpan further differentiated itself from DocuSign and other electronic
signature providers through its ease of integration and exceptional support
services. The carrier’s technical team found OneSpan support to be very
responsive and engaged. Whenever the team encountered technical roadblocks, they
were able to set up a session within 24 hours and overcome the challenges
presented. In addition, they found significant value in the online resources and
documentation in the OneSpan Community.

When building the proof of concept for each e-signature provider being
evaluated, they found that OneSpan Sign was the fastest to build. The OneSpan
Sign service was set up in under a day. This confirmed to the team that OneSpan
Sign would deliver the easiest integration process.

They integrated OneSpan Sign into two of their processes: customer policy
applications and claims. Policy applications rely on a flow of multiple
applications, including Guidewire PolicyCenter, SmartCOMM, Hyland OnBase, and
their own custom implementation directly to OneSpan Sign. Claims meanwhile
leveraged Guidewire ClaimCenter and an integration with OneSpan Sign through
SmartCOMM. A dedicated team of three developers was assigned to the policy
application process while a team of two worked on the claims process. Though the
teams began their development at different times, each process required two to
three weeks to complete the integration and QA the new signature process using
OneSpan Sign.

As a result of keeping the same digital workflow for policy applications, the
carrier only had to swap out the DocuSign API calls within their custom,
in-house application, keeping the replacement process to a minimum.


THE RESULTS

When the carrier went live with OneSpan Sign in May 2021, they saw an immediate
22.7% increase in completions in the first 30 days for insurance policy
applications. The most significant difference was the fully branded
white-labeled experience. From beginning to end, the customer now interacts only
with the carrier’s brand. The email invitation comes from the insurance
company’s email server and domain, and links to the signing experience hosted
within their platform. Emails stay out of the spam folder and customers feel
confident they are interacting with the legitimate business.

Beyond improved completion rates, they were pleased to find that OneSpan Sign
was “less than half the price of DocuSign”. The “Premium Support” offered by
DocuSign counted for 17% of the total contract alone. With OneSpan, this service
is complimentary.

With several months of data now available from the OneSpan Sign implementation,
the auto insurer has both overcome the DocuSign completion rate plateau and
reduced costs in the department along the way.

ENDNOTES

1 SOPHOS PHISHING INSIGHTS 2021:
HTTPS://SECURE2.SOPHOS.COM/EN-US/SECURITY-NEWS-TRENDS/WHITEPAPERS/GATED-WP/PHISHING-INSIGHTS-2021.ASPX

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 * Executive Summary
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   * 
   

 * Integrated Solutions
   
   SOLUTION PORTFOLIO
   
    * Identity Verification
      
      Digital identity verification services
   
    * Authentication
      
      Secure, passwordless experiences
   
    * Digipass
      
      Social engineering fraud mitigation
   
    * OneSpan Sign
      
      Secure document e-signing
   
    * OneSpan Sign Connectors
      
      Pre-built e-sign integrations
   
    * OneSpan Virtual Room
      
      A secure, high-assurance space
   
    * OneSpan Notary
    * Mobile Security Suite
      
      State-of-the-art mobile app security
   
    * Mobile App Shielding
   
   USE CASES
   
    * Money transfers
    * Financing, lending & mortgages
    * Retail banking use cases
    * Commercial banking use cases
    * Insurance use cases
    * Employee authentication
    * E-contracting
    * Human resources
    * Patient onboarding
    * E-prescribing
   
   INDUSTRIES
   
    * Financial Services
    * Insurance
    * Lending and Financing
    * Retail Banking
    * Commercial Banking
    * Wealth Management
    * Government
    * Healthcare
   
   HOW TO BUY
   
   Fair pricing. No hidden fees. A human sales process, built for enterprise.
   
    * Explore Pricing

 * What's Possible
    * Realities
      
      Trust. Everyone is looking for it — and
      worried about it. Here’s why.
   
    * Outcomes
      
      See how peers have transformed
      the way they do business.
   
    * Where to begin
      
      Your success story starts here.

 * Proven Success
 * Trusted Perspective
   
   WHAT'S TRENDING
   
    * eBook
      
      Product Use Case Catalog
      
      Our solution portfolio supports secure, simple end-to-end experiences for
      your clients. Find out how.
      
      Read Now
   
    * Video
      
      Bringing Identity Verification and E‑Signature Together Watch Now
   
    * E-Signature
      
      Boldy Meeting the Promise of Web3 Read Now
   
   STAY INFORMED
   
    * Blog
      
      Thought-provoking updates on the changing landscape
   
    * Resources
      
      Insights for every stage of your transformation journey
   
    * Newsroom
      
      We’re making waves everyday by reimagining trust for the global enterprise
   
    * Events
      
      Let’s get together and see what’s possible

 * Partner Program
    * Overview
    * Global Alliances
    * Reseller Partner

 * Inside OneSpan
    * Company Overview
    * Leadership Team
    * Board of Directors
    * Privacy, Compliance and CSR
    * Investors

 * Join Our Team
 * Support
    * Customer Success Packages Overview
    * Customer Support Overview
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    * Software Product Lifecycle
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