Process digitalization helped accelerate customer servicing and reduce expenses in less than a year

TOP-10
Russian insurers
20 years
in the market
> 15
branches
Problem
Claim handling is burdensome for customers and ineffective for the company
  1. Seven business days in average between road accident and vehicle repair authorization
  2. Too much effort to support customers and handle documents
  3. Too much effort make decision on repair authorization and approve repair cost
Solution
Development and testing of process improvement initiatives
  1. Making diagnostics and then a map of initiatives specifying their economic effect, risks, and implementation effort
  2. Testing technologies and obtaining a map of “to be” processes during piloting, as well as developing integration SOWs
  3. Providing customer with ready-to-use technologies, updated business processes and organizational structure
Result
70%
customers obtain repair authorization remotely and in less than 1 hour after claim receipt
40%
and better business scaling capabilities
30%
more receivables collected within six months
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