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Client overview
The client is a leading personal lines insurer in Australia. They offer motor, home, and landlord insurance through various brands/retail partners. The client also offers insurance products across Africa, Europe, India, China, and New Zealand.
Challenges
The client had three major challenges in the following claims business function:
- Preliminary claim assessment
- Supplier payment transactions
- Customer direct payments
Preliminary claims assessment:
- The operations team had three FTEs designated to process around 250 claim records per day.
- The client’s claims operation team received a daily report in a single input Excel file and their responsibility was to check for history and bankruptcy information from a web-based third-party system called IRS – Insurance Reference Services, which contains information about all the interested policy parties and listed drivers on the claim. After this, the reports were downloaded based on defined business rules and referred to the investigation team for further processing.
- This was a manually intensive and repetitive process as it had huge business dependency. Preliminary claims assessment checks had to be completed by the operations team within three-four business hours for the investigation team to process the claims within the same business day.
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