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Streamlining Insurance Claim Processing with a Unified Platform

Background:
A leading insurance provider faced significant challenges in their claim processing workflow due to scattered data across multiple legacy systems. Claim handlers had to navigate through various disconnected applications for agents, end-users, and call centres, creating inefficiencies and extended processing times. To overcome these issues, the organisation sought a transformative solution to streamline their claim processing and enhance customer satisfaction.

Challenges:
The insurance provider’s claim processing faced the following hurdles:

  • Fragmented Data Across Legacy Systems: Crucial claim-related data was scattered, making access cumbersome and time-intensive.
  • Inefficient Processes: Claim handlers had to work across multiple applications, increasing complexity and delays.
  • Extended Processing Times: Prolonged claim approvals and settlements impacted customer satisfaction and operational effectiveness.

Solution:
Novitates partnered with the insurance provider to implement a unified solution powered by Pega, creating a one-stop platform for claim handlers. This innovative solution integrated with multiple legacy systems, enabling efficient data access, streamlined workflows, and faster claim resolutions. Key features of the solution included:

  • Unified Portal for Claim Handlers:
    A comprehensive portal centralised claim processing, providing claim handlers with a single access point for tools and data.
  • Seamless Integration with Legacy Systems:
    Pega was integrated with existing legacy systems to enable real-time data retrieval, updates, and processing.
  • Accelerated Claim Processing:
    The unified platform enabled claim handlers to quickly verify policy information, update claims, communicate with customers, and make informed decisions without switching between multiple applications.

Outcomes:
The implementation of the unified claim processing platform delivered measurable improvements:

  • Reduced Processing Times: Claim approvals and settlements, which previously took weeks, were reduced to just a few days, significantly improving customer service.
  • Improved Efficiency: Centralised data access allowed claim handlers to process claims faster and more accurately.
  • Enhanced Customer Experience: Faster responses and settlements elevated customer satisfaction and trust.
  • Streamlined Operations: Simplified workflows reduced complexity and improved operational efficiency across the organisation.

Conclusion:
With Novitates’ expertise, the insurance provider revolutionised their claim processing operations by creating a unified, efficient, and customer-centric solution. This transformation not only addressed the inefficiencies of fragmented legacy systems but also positioned the organisation as a leader in delivering prompt and reliable insurance services.

Partner with Novitates to transform your insurance workflows with cutting-edge digital solutions. Let’s redefine efficiency and customer satisfaction together!

 

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