Customer Challenges

The Claims’ unit of an auto insurer had challenges in the non-recommended hire processes. The process was operating in an offshore environment, which required Citrix based automation The purpose was to evaluate whether the claims should be extended, taken off hire or closed, and identify whether there are any potential customer complaints.

Our Solution

The process was auto-triggered when the claim approached the deadline. The validation was undertaken using the claim application, the invoices of rental companies & the hire allocation spreadsheets. Business rules and logic/decision tree capabilities were inbuilt in the automation process & passed to work plan for further actions. System exceptions were routed to the relevant departments for action.

Key Benefits to the Customer

• 30% increase in process automation removed requirement of costly system integrations.
• Over 65% improvement in average handle time
• 50% improvement in productivity was reported
• The process was standardized & being replicated across 44 global claims centers

Implementation Time – 4 Weeks