Meet Josh Hall, Partner and Head of Sales at ManageMy.
We sat down with Josh Hall to discuss the exciting new integration of ManageMy’s Deep Front-End solution with DigitalEdge Insurance Platform for Southern General Insurance Company’s (SGIC) new implementation. In 2025, Cogitate completed the full migration of SGIC’s policy, billing, and claims legacy systems over to DigitalEdge Insurance Platform. ManageMy’s Deep Front-End integration provides the mobile capabilities to SGIC’s policyholders, to support superior self-service and exemplary user experience.
What are the most common breakdowns in a policyholder’s digital servicing experience today, and why do these gaps persist?
Most breakdowns in digital servicing stem from a fundamental mismatch: traditional core systems were built to store and process data, while digital experience platforms were built to deliver user journeys. Historically, these two worlds weren’t designed to work together, yet today’s carriers need both to succeed. Core systems focus on compliance, underwriting logic, and internal workflows; digital channels must prioritize clarity, speed, and ease for policyholders, internal teams, and agents. Carriers need to find the right technology partners to ensure both are offered for superior servicing across the policy lifecycle.
ManageMy’s Deep Front-End was purpose-built to solve this disconnect. Built as three coordinated layers, the Deep Front-End empowers carriers’ existing core systems while delivering the first-class digital experiences customers expect. The Deep Front-End orchestrates real-time, insurance-specific journeys on top of existing systems — directly supporting improved operational metrics such as lower expense ratios, higher profitability, and more efficient claims and policy servicing that positively impacts combined and loss ratios.
The everyday symptoms of mismatched systems are easy to spot across the insurance industry. Outdated portals make it difficult for policyholders to access coverage details or documents because those interfaces were designed around system limitations, not user needs. ManageMy’s Deep Front-End solves this by bridging the divide between system-driven accuracy and first-class usability. It empowers carriers to maintain their robust core systems while layering on modern, real-time digital experiences that meet policyholder, agent, and employee expectations.
How does ManageMy improve SGIC’s mobile policyholder experience through its DigitalEdge integration?
ManageMy’s Deep Front-End has been integrated with DigitalEdge Policy to give policyholders a unified mobile experience that brings every policy, task, and touchpoint into one streamlined interface. SGIC sought a new experience for its policyholders that offers elegance and ease to accomplish a true self-service experience. With this integration, policyholders can view insurance ID cards, policy information, make payments, view claims status, and access DigitalEdge Claims FNOL seamlessly.
Each action is guided, accurate, and automatically synced back to DigitalEdge Policy – eliminating errors and inefficiencies that can negatively affect loss ratios or overall operational profitability when servicing sits across multiple disconnected channels. This unified environment also strengthens retention and revenue potential by keeping policyholders engaged, informed, and confident in their coverage. When tasks are easy to complete and reminders surface naturally within a single experience, policyholders are less likely to lapse and more likely to maintain or expand their coverage, improving combined ratios over time. A cohesive, accessible mobile experience powered by the Deep Front-End becomes a key driver of policyholder satisfaction, operational efficiency, and long-term financial performance for the carrier.
What specific self-service capabilities does ManageMy bring that carriers like SGIC typically lack?
For SGIC, ManageMy delivers a mobile-first experience that makes servicing fast, intuitive, and self-directed. Instead of navigating multiple portals or waiting for data syncs, policyholders access policy information, payment capabilities, and tasks through a single front-end powered by seamless integration. Guided workflows reduce friction, prevent churn, and strengthen retention.
As a provider of non-standard personal auto insurance, SGIC anticipates that the expanded mobile payment capabilities and notification opportunities will reduce lapse risk at renewal and help preserve policies without added servicing costs. Additionally, features like proactive renewal reminders, easy ID card access, and in-app communication drive repeat engagement.
How configurable is ManageMy for carriers like SGIC, and how quickly can the experience be adapted without heavy IT work?
Through ManageMy’s XPerience Studio, SGIC can make no-code updates to content, workflows, rules, and branding in real time. Policyholders immediately benefit from clearer, faster, and more intuitive interactions, whether making payments and other self-service tasks. For carriers, in general, enabling mobile payments and guided self-service for simple policy changes directly reduced lapses and improved renewal rates, increasing long-term customer value. Similarly, delivering notifications and proactive servicing reminders encourages cross-sell opportunities, such as adding riders or new product lines, further boosting long-term revenue and expense efficiency. Because the Deep Front-End is modular and designed for composable service, the mobile experience can scale with a carrier’s evolving needs. New products, updated payment logic, and additional servicing actions can be deployed easily.
What outcomes should insurers expect when they modernize policyholder servicing?
Modernizing policyholder servicing with ManageMy’s Deep Front-End directly impacts portfolio profitability. Enabling mobile payments and self-service policy updates reduces lapses at renewal, improving combined ratio and loss ratio. Notifications, proactive servicing reminders, and guided workflows encourage cross-sell and upsell opportunities. Even small improvements, such as instant access or simplified beneficiary updates, strengthen customer relationships and support better expense ratio performance.
For many carriers, modernizing digital servicing is about more than upgrading technology; it’s about removing the friction that slows growth. ManageMy’s Deep Front-End delivers a single, unified digital experience that bridges core systems with the front-end journey. This reduces operational strain, lowers cost-to-serve, and ensures tasks like viewing policy details, managing call center volume, or making payments happen instantly — boosting both satisfaction and retention for policyholders, agents, and employees alike.
The Deep Front-End improves quality and operational efficiency. Guided workflows and structured inputs ensure data flows cleanly back into core systems and eliminate redundant manual processing. By providing a consistent and immediate digital experience across all products and servicing channels, the Deep Front-End strengthens combined ratio, expense ratio, and loss ratio by increasing policyholder satisfaction, supporting sales opportunities, and driving long-term loyalty. The Deep Front-End is a strategic lever to maximize operational efficiency, reduce costs, and improve financial performance for carriers.
About ManageMy
ManageMy is the Deep Front-End insurance carriers rely on to increase sales, reduce costs, and improve customer satisfaction. Built around a powerful no-code API, ManageMy integrates easily with existing core systems, giving carriers the flexibility to configure insurance workflows and digital experiences to their specific needs – improving conversion, accelerating risk assessment, and driving retention. ManageMy is purpose-built for carriers to meet rising expectations for seamless, digital-first experiences, without overhauling their core.
For more information, please visit: https://managemy.com/
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