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The Challenges
The customer is a leading insurer in middle east and wanted to transform and become a digital first insurer. Re-imagining digital insurance requires providing underwriting and quotation at speed, streamlining the claims process and improving the customer engagement.
Our Solution
Key highlights of the solution
- End to end digital transformation of insurance process with a new agent portal and direct to customer sales, service, and claims
- Streamlined and re-imagined underwriting and quote process to enable digital selling
- Re-imagined claims process to bring better customer engagement and transparency
- Appian based digital transformation platform loaded with intelligent features to orchestrate business processes and rules across people, systems, and channels
- Web service integration with an API-led approach to interact between the front-end digital experience portal and the back-end enterprise systems
- Implemented UI localization for better customer experience and engagement
- Supports agents as well as direct interaction with B2C and B2B customers
Results
The solution delivered the following benefits
- Created new revenue stream with Direct to Customer channel
- Mitigated 90% risk of claims duplication and multiple alterations
- Reduced 75% manual effort by automating the approval and authorization process
- Eliminated manual errors and operational risks arising due to paper artifacts
- Increased self-service for customer with the online customer/broker portals
- Enhancement of audit trail and Business Activity Monitoring (BAM) reporting with notifications
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