A highly regulated industry that is known to have a lot of red tape and not friendly to the consumer. When a customer has a claim in most cases, they are unclear on the process to follow and have to speak to a few people just to get a claim registered. The industry has noted the inefficiencies of this process and the negative customer experience associated with it.
Before
A customer with a car insurance policy is involved in a minor accident leading structural damages but the car is still drivable. They call the insurance company to register a claim and they are faced with a myriad of questions including their policy number which they don’t know. Then the agent informs then that they will be assigned to a claims examiner who will call them once the claim is registered and provide them with all the details required to proceed. A few days the customer follows up with the call centre who again have to verify their identity to access their profile and is told some will revert to them but they should get three quotations from motor repair shops in the meantime. The entire claim registration process takes over a week leaving the customer feeling frustrated.
After
A fully digital claims registration process for drivable vehicles with minor damages.
Approach
The solution is the development of an application that integrates all the internal systems and becomes a single touchpoint for the user that is able to process small claims up to certain value that require minimum human involvement. The
customer is able to use their unique login details to view their policy wording and premium payments to confirm the validity of their contract. Then they are able to and register a new claim digitally on the application by submitting all the details and uploading pictures of damaged car for further assessment.
Model Results
This improves the efficiency in a way that it takes a few minutes to register a small claim as opposed to 7 days or more. The user is able to login and check the status of the claims as details are updated on a regular basis for their convenience. An escalation process is also available on the application where expertise of a claims handler is required.
Results
- Improved customer experience.
- Quicker turnaround times.
- Increased volumes leading to economies of scale in the repair costs.
