Digital Transformation of Claims Management for a Leading UK Insurance Provider
Client Overview
The client is a well-established insurance service provider in the UK, with 20 + years in offering motor insurance products and complementary services. Known for their commitment to delivering top-tier customer service, the client was looking to modernize their claims management process to enhance efficiency and reduce operational costs.
The Modernization Conundrum: Transforming Claims Processes to Improve Efficiency
Manual Processes
The existing system relied heavily on manual processes for vehicle damage assessment and fraud detection, which slowed down claims handling and increased the risk of human error.
Delayed Claims Processing
Claims processing was often delayed due to manual deployments to external partners such as Copart and Vizion, which extended response times and impacted customer satisfaction.
Volume Spikes
Seasonal events and natural disasters led to a surge in claims volume, putting additional strain on legacy systems and delaying responses further.
Limited Focus on Small Claims
Time constraints meant that smaller claims were often deprioritized, receiving less scrutiny and leading to potential losses for the client.
Costly Legacy System Enhancements
Upgrading and enhancing the client’s old legacy systems proved time-consuming and expensive, limiting their ability to quickly adapt to new challenges.
Intelligent Automation to the Rescue: Automated Claims Management System
To overcome these challenges, Indium designed and developed an automated claims management solution that significantly streamlined the client’s operations:
Automated FNOL Capture
Developed a seamless application for claims handlers to capture new claims, automating the First Notification of Loss (FNOL) process.
Seamless Integration for Real-Time Decisions
The solution incorporated frontloading, allowing circumstances to be appropriately tagged based on claim types, avoiding the need for additional data capture later in the process.
Automated Excess Calculations and Policy Decisions
By integrating real-time data processing, the system automated excess calculations and policy decision-making, enabling faster claim resolutions.
Vehicle Damage Assessment Integration
The system integrated automated vehicle damage assessment by linking with third-party services such as Verisk, speeding up the evaluation process.
Unified Notification System
The developed platform provided a single solution for all notification types, streamlining workflows and making the entire process visible and manageable through a single interface for claims handlers, third-party partners, and brokers.
Efficiency Doubled; Losses Halved: A Business Breakthrough
Indium's solution transformed the client’s claims management process, delivering:
2X Faster Claims Processing
The automated workflows and integrations sped up the claims process.
Cost Savings
Significant savings through claims loss prevention and improved efficiency.
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About Indium
Indium is an Al-driven digital engineering company that helps enterprises build, scale, and innovate with cutting-edge technology. We specialize in custom solutions, ensuring every engagement is tailored to business needs with a relentless customer-first approach. Our expertise spans Generative Al, Product Engineering, Intelligent Automation, Data & Al, Quality Engineering, and Gaming, delivering high-impact solutions that drive real business impact.
With 5,000+ associates globally, we partner with Fortune 500, Global 2000, and leading technology firms across Financial Services, Healthcare, Manufacturing, Retail, and Technology-driving impact in North America, India, the UK, Singapore, Australia, and Japan to keep businesses ahead in an Al-first world.
