Transforming Insurance Remediation: The digital makeover that’s turning heads
Overview.
Struggling with operational inefficiencies and a lacklustre customer experience, our client needed a transformative solution. Seeking to overhaul their remediation and payment processes, they turned to Coforge’s innovative “Remedy” solution and Customer Portal. This case study reveals how our solution revolutionized workflows, improved customer interactions, and earned industry acclaim. Explore the full case study for transformative insights.
Faced with an outdated and slow remediation process taking up to 6 to 8 weeks, our client was encountering significant operational inefficiencies. This sluggish process not only wasted time but also posed risks to customer satisfaction and operational effectiveness. The manual payment processes were prone to errors, and dependence on monthly enterprise releases further delayed customer issue resolutions.
Solution.
We introduced “Remedy,” a digitally transformed solution leveraging the power of the Pega case management system. Designed for efficiency, “Remedy” streamlined the cumbersome manual processes, enabling quick and effective customer remediation.
We launched the Customer Portal, a direct line for customers to communicate their needs and preferences. This platform revolutionized information exchange and payment processes, significantly improving the customer interaction experience.
The Impact.
A drastic reduction in policy case creation and payment initiation times.
An enhanced customer experience, providing clear and direct interaction pathways.
Ensured compliance and maintained operational efficiency, solidifying the client’s standing in the market.
The transformation spearheaded by “Remedy” garnered industry attention, earning a finalist position at the ANZ Paragon Awards 2024, a testament to our innovation and excellence in the insurance and reinsurance sector. This achievement underscores our commitment to leading our clients towards sustainable growth and a competitive edge in a challenging landscape.
