Samesurf Cobrowse Simplifies the Insurance Application Process

Samesurf is the inventor of modern co-browsing and a pioneer in the development of core systems for Agentic AI.

The digital landscape for insurance carriers presents a costly paradox: while online platforms aim to increase efficiency, they often drive high rates of application abandonment and “Not In Good Order” (NIGO) submissions. Legacy systems exacerbate these challenges and cause operational inefficiencies and lost revenue.

Samesurf Cobrowse provides a secure, real-time visual engagement platform that transforms self-service workflows into guided, compliant experiences. By enabling agents to assist customers directly within digital forms, Samesurf Cobrowse Technology prevents errors, eliminates NIGO submissions, and enhances the overall customer experience. For modern insurers, adopting Samesurf’s Cobrowsing Technology shifts operations from reactive problem-solving to proactive, real-time guidance.

Quantifying Application Abandonment and NIGO

The combined impact of abandoned applications and flawed submissions creates a systemic vulnerability that undermines the competitiveness of carriers still reliant on legacy systems. This impact is felt across conversion rates, operational efficiency, and regulatory compliance.

The digital sales funnel for insurance is often stalled by friction in the application process. Lengthy workflows and outdated infrastructure leave customers struggling to complete applications, which results in high abandonment rates. Samesurf Cobrowse addresses this challenge by providing real-time, guided assistance and allowing agents to walk applicants through each step. This reduces confusion, accelerates submission completion, and ensures that more applications successfully reach processing.

For applicants who complete submissions, errors remain a significant challenge. Documents that are “Not In Good Order” disrupt workflows, require manual correction, and divert underwriters from higher-value tasks. By implementing Samesurf Cobrowse, carriers can guide applicants synchronously through forms, which ensures accurate completion and reduces the operational burden associated with correcting errors.

Beyond operational costs, application errors carry legal and regulatory risks. Even minor mistakes, like missing signatures or incomplete documents, can result in contested claims or rescinded policies. Samesurf’s Cobrowsing Technology mitigates these risks by verifying information in real time, ultimately ensuring accurate and compliant submissions while protecting both the carrier and the customer.

Samesurf’s Cobrowsing Technology as the Technology of Certainty

The solution to the dual challenges of application abandonment and NIGO requires a technological shift that prioritizes real-time visual collaboration over traditional text or voice support. Samesurf Cobrowse provides this critical layer, purpose-built to meet the complexity, security, and compliance demands of the insurance industry. Cobrowsing allows customer service agents to view and interact with a customer’s web browser in real time, enabling them to guide customers through processes, troubleshoot issues, and assist directly with form completion. For complex insurance forms, this capability is indispensable. If a customer is unsure what to enter in a specific field, the agent can instantly activate Samesurf Cobrowse observe the form as it is filled out, and use annotation tools such as highlighting or text input to ensure accurate submission. The result is faster issue resolution, improved customer experience, and a significant reduction in errors.

Unlike legacy screen sharing, which broadcasts the entire desktop and exposes sensitive financial data, Samesurf’s Cobrowsing Technology shares only the specific webpage or application tab. This content-focused design protects unrelated desktop content, notifications, or open documents, ensuring maximum security while maintaining a seamless collaborative experience. Agents can scroll, highlight, and interact live with customers, providing guidance exactly where and when it is needed. This proactive, hands-on assistance reduces frustration, prevents abandonment, and ensures applications are completed correctly the first time.

Powered by Samesurf’s patented cloud browser architecture, Samesurf’s Cobrowsing Technology enables secure, high-fidelity, real-time collaboration that builds trust and confidence when handling highly sensitive information. Unlike traditional full-desktop sharing, this approach is precise, non-invasive, and content-specific, offering a secure, seamless, and superior experience that transforms the insurance application process into a reliable, guided, and error-resistant workflow.

Achieving Zero-NIGO

Samesurf’s Cobrowsing Technology is specifically engineered to prevent NIGO errors before they occur, which creates a zero-tolerance approach to incomplete or inaccurate applications. By enabling real-time visual collaboration, agents can guide customers precisely through every field, offering immediate corrections, highlighting required inputs, and clarifying instructions. This shared visibility ensures that fundamental omissions, such as missing signatures, unchecked boxes, or incomplete documentation, are resolved before submission, eliminating the need for extensive post-submission rework. For carriers that rely on self-service portals, Samesurf’s Cobrowsing Technology embeds assistance directly into the workflow, reduces repeat inquiries, and enables a shift from reactive error correction to proactive accuracy assurance.

Insurance applications often involve multi-domain journeys, where customers must navigate external sites for tasks like secure payments, e-signatures, or regulatory verifications. Many cobrowsing solutions fail in these scenarios, forcing agents to revert to verbal guidance or traditional screen sharing, which introduces blind spots during critical, error-prone steps. Samesurf’s Cobrowsing Technology overcomes this limitation with universal cobrowsing capabilities that allow agents to follow customers seamlessly across third-party platforms while maintaining full functionality of essential guidance tools. This ensures regulatory compliance and accurate completion across even the most complex, multi-stage application processes.

Customer empowerment is equally prioritized. With In-Page Control Passing, Samesurf’s Cobrowsing Technology enables agents to temporarily take control of specific fields or menus to assist with difficult steps, without ever accessing the customer’s full device. Customers retain the ability to start or end the session at any time, fostering trust and collaboration during sensitive transactions. When external context is needed, agents can toggle secure screen sharing to present offline materials like policy disclosures or brochures without exposing the customer’s desktop. This integration of guidance, privacy, and seamless control creates a frictionless, accurate, and fully compliant workflow. 

Security in a Regulated Industry with Samesurf Cobrowse

For the highly regulated insurance industry, adopting visual engagement technology must be guided by rigorous security and compliance architecture. Samesurf’s Cobrowsing Technology is purpose-built to meet stringent requirements for handling PII, PCI-DSS, and international data standards. The platform includes enterprise-grade redaction and data masking, automatically blocking sensitive web elements and input fields, such as Social Security numbers, credit card information, and other personally identifiable information, from being visible to unauthorized users during shared sessions. Combined with single-tab sharing, this approach eliminates the primary vulnerability of full-desktop sharing while securing all session traffic with TLS/SSL encryption over https:// domains.

Compliance and audit readiness are equally critical. Samesurf’s Cobrowsing Technology ensures that no individual data elements are stored or processed during sessions, with all transmitted data disposed of immediately after the session concludes. To support regulatory and operational requirements, the platform provides session recording for compliance verification and agent training, alongside optional in-depth analytics capturing generic, non-sensitive metrics like URL history, session duration, and participant activity. For global operations, Samesurf also enables data transport to be confined within specific territories, which ensures adherence to local data sovereignty mandates. This combination of real-time privacy protection, audit-ready session recording, and geographical control empowers insurance carriers to maintain accuracy, security, and trust while guiding customers seamlessly through complex digital workflows.

Future-Proofing Digital Insurance with Samesurf Cobrowse

The operational and financial evidence clearly demonstrates that the current digital application landscape, with high abandonment rates and frequent NIGO submissions, is unsustainable. These challenges are symptoms of legacy technology that fails to prioritize the customer’s need for clarity, guidance, and security during complex financial transactions.

Samesurf’s Cobrowsing Technology provides the technological infrastructure necessary to meet the demands of the Zero-NIGO mandate. By combining real-time visual guidance with enterprise-grade security features, including patented cloud browser technology, Universal Cobrowsing for seamless multi-domain support, and automatic PII redaction, the platform transforms risky, error-prone processes into a guided, secure, and accurate completion workflow.

The investment in Samesurf’s Cobrowsing Technology drives measurable operational and strategic benefits. Enhanced accuracy reduces administrative burden and streamlines support workflows, which in turn enables higher transaction completion and improved customer satisfaction. Its robust, auditable security safeguards protect the carrier from regulatory penalties and minimize legal exposure throughout the policy contestability period. For modern insurance carriers, adopting Samesurf’s Cobrowsing Technology is not merely a technical upgrade; it is a strategic commitment to operational excellence, trusted customer engagement, and securing revenue that would otherwise be lost to inefficiency and errors.

Visit samesurf.com to learn more or go to https://www.samesurf.com/request-demo to request a demo today.