Case study · Insurance
Web Solutions
A motor vehicle protection provider needed adjusters to handle contract and claim inquiries faster. We built a web claims application that lowered average handle time and the new-adjuster learning curve.
- Client
- A motor vehicle protection products provider
- Disclosure
- Anonymised
Additional context
Putting contract lookup, claim initiation, and status on one screen so adjusters could move fast without losing accuracy.
01 / Challenge
The problem in front of us.
The client needed to reduce average handle time and improve service. Adjusters needed one system to answer contract and claim inquiries, initiate claims, and give status updates, true to the philosophy of customer service done fast and done right.
02 / Approach
How we set the work up.
We moved the work to the web, designing for the adjuster experience: no function keys, real-time document upload, and unlimited character space for data entry.
03 / Solution
What we built.
A web claims application with a point-and-click interface, real-time claim documentation upload, a VIN decoder, searchable and filterable contract and claims data on consolidated screens, automatic sales-tax calculation, automatic denial controls, a Concern, Cause, Correction framework, and deductible display on claim initiation.
04 / Outcome
What it has held up to.
Average handle time and service delivery improved, and the user-friendly design significantly shortened the learning curve for new adjusters.
Stack
What it runs on.
- Web application
- VIN decoder integration
Tell us what you're trying to ship.
We'll start with a two-week diagnostic. No slides, no promises we can't keep.