Traditionally in Motor insurance, claims management was viewed as a complex process that is filled with tough operational challenges which posed a significant threat to operational excellence. Additionally, the customer expectations are shifting and enhancing customer experience is not just an option for insurers. To effectively go past these challenges and cater to the changing customer expectations, digital solutions will form the ultimate game-changer.
This case study will be diving deep into understanding the complex challenges faced by one of India’s leading General Insurers in Motor claims management. Additionally, will also be highlighting the crucial role played by iNube’s Motor Claims system in helping them streamline motor claims management.
About the Customer
iNube’s Motor Claims management system played an important role in streamlining the Motor claims management process for one of India’s leading General Insurers. They offer various products across different business lines and are committed to enhancing the customer experience.
A Brief Look at the Challenges Faced
- Fragmented Communications
- Absence of Performance Visibility
- Limited Automation
- Lack of claims management visibility
iNube’s Implementation
iNube implemented a modern Motor claims system which streamlined end-to-end claims management process.
Here’s a look at the implementations made:
Motor Claims System
Streamlined end to end claims management process from claims intimation with organized data collection to enhancing visibility for surveyors and investigators.
Business Rule Engine Module
The module automated motor claims fraud detection, reducing the need for manual surveyor and investigator visits to verify claim authenticity.
Investigation Module
Streamlined claims investigation with enhanced accuracy and organized vehicle inspection for faster claims management.
Live Video Streaming Solution
Real-time vehicle inspection via live video streaming eased the claims inspection process for customers and investigators, eliminating manual site visits.
Admin Module
Enhanced user management by providing an organized approach to monitoring the claims management process.
Additional Integrations
Further implementations, including the investigation module, Policy Administration System, intimation module, and OEM System, additionally streamlined claims management processes.
A Sneak-Peek at the Customer Benefits
- Reduced Customer Grievances
- Reduced Claims Turn Around Time (TAT)
- Improved Efficiency
Numbers that Reflect Success
- 3k+ claims processed per month
- 1.5k+ claims settled per month
- 3k+ claims surveyed
- 3k+ claims investigated
