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Auto Insurance Case Study

About the Client

The Client provides products and solutions to the motor vehicle industry that protect consumers from the perils of ownership. Their products compliment manufacturers’ warranties both during and after the factory warranty period.

The Challenge

The new project was expected to help reduce Average Handle Time (AHT) and improve customer service.

The application needs to enable Adjusters to address contract/claim inquires, initiate claims and provide claim status updates while achieving client’s philosophy of “Customer Service. Done Fast. Done Right.”

Key challenges included :

  • User friendly “point and click” technology (eliminate “function keys”)
  • Claim documentation’s real time uploading into data center
  • Unlimited character space to reduce the need for abbreviations
  • A Vehicle Identification Number (VIN) decoder
  • Ability to sort and filter search criteria
  • Screen consolidation to streamline the claims handling process
  • Built in automatic sales tax calculation
  • Automatic denials based on internal quality assurance controls
  • 3 C’s (Concern, Cause, Correction) are to be driven by product
  • Display of applicable deductible on “Claim Initiation” screen

The Solution

The Following solutions were incorporated to fulfill the need and requirement of the client.

Some of the key solutions are:

Web based implementation : Web based implementation of the project enabled proper execution of extensive features such as unlimited character space for data filling.

Concern, Cause, Correction : Embedded into the product creation strategy is mantra of “Concern, Cause, Correction”. Web application has been designed to address concern and find the root cause and suggest method for correction.

All in one : Contracts and claims can be searched on the same screen, claim information and major components are available on the same screen, etc. Screen consolidation has been implemented to streamline the claims handling process.

User Friendly Design : Multiple features have been added to make the process better and simpler. Real time uploading of Claim documentation into data center, displaying of applicable deductible on “Claim Initiation” screen and elimination of “Function Keys” to enable User friendly “point and click” technology are some of such features.

Integrated modules : Built in modules such as automatic sales tax calculation has been integrated into the web application to provide user with rich functionality.

Extensive Search Facility : Every search query in Web parts/Pages can be sorted and filtered to get the desired result instantly.

The Value

The client is now able to provide its customer with best of the features and extensions while improving upon the average handle time and customer service. New design model significantly decreased the learning model for new adjusters through its user friendly design and interface.

Web solutions incorporating new design model to reduce average handle time and improve customer service

– Managing Director
UK