We combine a deep knowledge of the industry, a passion for innovation, and an appreciation of day-to-day business challenges to build solutions specifically for insurance brokerages and carriers.
This complete focus is the foundation of our success—since our inception in 2016, we’ve had the privilege of helping over 100 brokerages and carriers enjoy the benefits of a streamlined customer value chain.
Insurance is information-driven—it’s the lifeblood of the industry— and we’re here to keep it flowing.
When our founder, Joseph D’Souza, called his insurance company with a small question, he expected a two-minute conversation. Instead, he was on hold for more than 90 minutes before the conversation even began.
Joseph wanted to understand the reasons why long hold times, and even longer delays before actually getting an answer, were the norm.
He learned that the complexities of the insurance industry meant that an enormous part of the customer value chain is ‘linked’ by long, manual, error-prone—and frustrating—searches for information.
Each time a customer reaches out, it’s a chance to make them feel valuable. Don’t make them wait for that chance.
Founder and CEO
Despite growing investments in insurance
technology, this problem persists, for three reasons:
Many investments are surface-level:
Technology is introduced at the client/company interface (e.g., mobile-friendly websites, apps, interactive voice response systems), but doesn’t go much deeper than this initial point of contact.
Most technologies are product-
Intelligent systems attempt to identify coverage gaps and to optimize product portfolios, but don’t do anything to address retrieving accurate answers on demand.
Almost all supposed solutions
The insurance industry’s had a very long time to become extraordinarily complex—and generic information solutions simply can’t overcome the high barrier of domain-specific requirements.
We saw a compelling opportunity to build technology to make the actual insurance organizations themselves operate more efficiently, behind the scenes.
Brokers, underwriters, and other personnel explained how—even when surrounded by technology—they resorted to building “cheat-sheets” that summarized product information, they manually searched through dozens of documents (and had to use a collection of similar words and terms), they logged into carrier portal after carrier portal to retrieve updated versions of the same documents over-and-over, and how they’d spend an hour or two each day—every day!—looking for answers, asking for assistance, and waiting for responses.
These lengthy searches impact many aspects of the insurance business—including sales, service, underwriting, and claims—causing delays like the one Joseph experienced first-hand.
He’d stumbled upon a universal, chronic problem which was costing the insurance industry billions of dollars annually.
And, while everyone seemed to know about it, no one had solved it.
Joseph determined the only way to address the issue effectively, was to target the problem using technology designed specifically to improve access to information.
And with that conclusion in mind, ProNavigator was born.