Action 365 deals in end to end Motor claims management where resolution takes a significant amount of expertise to resolve quickly & cost effectively. They are often dealing with multiple suppliers, networks and partners.
Challenge
- In line with most insurers, there was a challenge on Loss Ratio (to reduce it) but also a need for increased reliability of reporting to enable the team to identify opportunities
- Conversion rates within the Third-Party Intervention teams and the data being reported were being questioned
- There was a lack of governance around change and impacts
Solution
- Full review & redesign of the operational processes, systems used & measures of success to drive the most value & loss ratio impact
- Create priority user stories and changes required to the technology application for claims management
- Creation of a project plan to manage the delivery of a new pilot, as an opportunity to test the new redesigned processes and application development, to prove the benefit, for a full roll out
Outcome
- Operational processes & SOPs redesigned in line with the ambition to: drive down contact through removing self serve or proactive updates; improve claims management efficiency and reduce loss ratio
- Governance structure created along with programme plan to support the new 5-year business and financial growth plans
- Consolidation of teams to improve case management of claims, drive efficiencies and an increase in conversions
“We do a lot of work in the ‘boiler room’ of clients. Doing the hard yards getting into the underlying ways of working and improving both the efficiency & effectiveness of outcome delivery” Nicola Collister, Founder, Custerian
