Compensa
The story behind
To meet the modern self-service demands and provide the end to end customer experience for both the claim reporting and handling processes. Customer journey starts with the FNOL module which based on the claim segmentation forwards the customer case either to the self-assessment or the claim handler-based process. The self-assessment enables quick and easy claim value calculation without claim handler involvement whereas the claim handler-based process is supported by the Claim Status app leveraging the PWA concept.
Name
ClaimTracker
Website
Technology
.NET Core + MS SQL Server
Services delivered
Product license and integration services
Project goals
1
What for
To increase the share of online first notification of loss reporting and assure best claim segmentation for self-assessment.
2
How
The customer reports claim details including the indication on damaged parts and the type of damage. Based on that the segmentation engines qualifies the claim either for self-assessment or claim handling path.
3
Who
End customer only.
The “To Do” list
Vehicle, property and personal liability product lines
Removes the call center and claim handler involvement in case of self-assessment
Support for both desktop and mobile devices
Open API for claim center and policy center integration
Flexible and module base license model
Time to market within 2 months
Projekt approach
The project goal was to enable pure on-line experience for first notification of loss reporting for both mobile and desktop users. The service however goes one step further and provides the claim segmentation which seamlessly forwards the customer either to the self-assessment or claim handler-based process.
Solution
The ClaimTracker platform is a comprehensive tool supporting the claim registration, customer segmentation, claim self-assessment fast track and claim status app.
Key figures
5
5 insurance companies use the ClaimTracker platform for claim processing
25%
25%+ of all claims are reported online via ClaimTracker FNOL module
5k
5k chat messages are exchanged monthly via Claim Status app
Some statistics
It takes 8 minutes on average to report the claim
It takes 3 minutes on average to complete the self-assessment process and calculate the claim value
4,5 is Google Play rating for the Claim Status app
Thousands of claims reported
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