Case study : Revamping motor claims

Client situation :

Client was a large middle eastern insurer who identified their motor claims portfolio as a problem area. They wanted a complete review of the processes and systems related to motor claims to enhance the customer experience

Requirement :

The ask was to conduct a deep study into various aspects of the motor claims portfolio and identify opportunities to improve customer experience.

Project activities :

• The forms and other documentation, claims centres, processes, systems, complaints and call centre work were analysed in depth
• Analysis of type of claims, patterns, profile etc
• Study of salvage disposal mechanisms
• Identification of issues & prioritisation
• Clubbing solutions into projects and broad initiatives for ease of implementation

Benefits :

• A ready-to-roll out list of projects
• Projects were organised into initiatives with anchors and schedule for ease of integration with the governance / PMO
• Detailed estimate of resources required

Engagement model :

The engagement was through an IT company by a team of two consultants led by Rama Warrier

Duration :

2 months