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Vici consultants worked on a project with one of Ireland's leading providers of insurance, and part of the world's seventh-largest insurance group. The project was an innovative and aggressive programme of work to reduce the cost of claims. This was achieved by using web-based technology to:
- Decrease the cycle-time for a claim, and
- Coordinate closer cooperation between all participants in the claims process.
Two key by-products of the initiative were to improve customer service and provide better management information.
The delivered application is functionally very rich (containing over 200 screens and 7 external portals / integration points) handling processing of all claims types across our clients policy portfolio. The following are some of the functional areas that were implemented as part of this programme:
- Full support of the claims notification process - all elements of recording an initial claim are supported.
- Financial management of claim - automated rules based reserve calculation, all elements of payment management and recoveries are fully supported.
- The application is fully integrated with a workflow component. The various actions that are taken as part of handling a claim automatically instantiate / progress workflows.
- The application is fully integrated with a document imaging component - based on documents being received, workflows to initiate or progress the claims handling process are instantiated / progressed.
- The application is fully integrated with a document production module. All document dependencies associated with the claims process are catered for by the new application.
- The application integrates with the following external participants in the claims process:
- Motor repairers.
- Windscreen repairers.
- Medical experts.
- Legal representatives.
- Loss adjusters.
- External investigators.
- Brokers.
The integration method ranges from providing a web based portal for the participants to logon, to automated XML feeds via https.
The organisation has recognised significant reduction in the length of time associated with the claims handling process and improved customer service levels. The workflow engine allows them to identify exactly where any claim is within the overall claims process, and who is responsible for progressing the claim.
There has been significant interest from other member countries of the group in the new application and initiative.
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