Coforge’s Quest for Excellence:Transforming Claims into a Sleek, Modern Experience

The challenge: Stuck in Claims Purgatory

In the fast-paced world of insurance, a smooth claims experience is the oasis every customer craves. Unfortunately, our client’s credit card holding customers faced a frustratingly cumbersome claims process for their mobile phone and auto rental insurance. Customers lacked any convenient way to file claims – no online portal for self-service submissions and no dedicated phone support for raising claims or discussing problems. This lack of options led to significant customer frustration and delays in resolving their issues.

Our Solution Approach: Building a Digital Bridge

To address these challenges, we built a new, user-friendly customer portal using Aura and Lightning Web Components (LWC). This intuitive portal empowered customers to complete claims applications within 5 minutes. We then leveraged automation to expedite claim settlement and communication processes. Automatic approvals and claim settlements based on pre-defined criteria to speed up resolutions. Furthermore, by incorporating SpringCM, we enabled secure document generation and storage within the platform. Finally, real-time integration with internal applications provided quick access to customer data, facilitating faster claims verification, approvals, and disbursements.

Key Highlights

• 50% Higher CSAT: The enhanced user experience through the self-service portal led to a significant increase in customer satisfaction.
• 40% reduction in Claims: Settlement time due to Streamlined processes with self-submission, auto-approvals, and faster settlements boosted claim resolution rates.
• Improved Efficiency: Automation and streamlined workflows led to increased operational efficiency.
• Data Consistency: Real-time integration ensured consistent data across departments and systems.