Case Study: Achieving an Umbrella View of all its Claims Activity
August 18, 2017
The Zurich Insurance Group is one of the world’s largest insurance groups and one of the few to operate on a truly global basis. Its mission is to help its customers understand and protect themselves from risk. With approximately 55,000 employees serving customers in more than 170 countries, Zurich aspire to become the best global insurer as measured by its stakeholders, customers and employees. Zurich’s main business segments include general insurance (including property, accident, car and liability insurance) Life Insurance, Pensions, Savings and Investments.
Zurich undertook a project to replace its legacy core claims system. As part of this initiative it also needed to source and deploy a complementary solution that offered additional functionality, enabling Zurich to instruct and track the progress of suppliers following the first notification of loss (FNOL). Implementing a solution that delivered this level of visibility and control would help Zurich to more effectively manage its third party supplier processes during claims fulfilment. Furthermore, having this extra functionality alongside its existing solution, was vital to maintaining excellent customer service. The Supplier Relationship Management team also needed a system that would help them track, manage and report on supplier performance.
Zurich selected Adjuno as the best-placed supplier to deliver a fully integrated solution. In part due to its track record in delivering cloud-based claims fulfilment platforms to other Tier 1 Insurers. Adjuno could offer a flexible and scalable solution built on best practice. Moreover, it already had the experience of linking to numerous key insurance suppliers so could offer a smooth and rapid implementation. Adjuno also worked with leading retailers, integrating their operations between thousands of individual suppliers across multiple regional and global offices. Therefore, could offer expert and innovative guidance on how to achieve the best visibility and collaboration across complex end-to-end supply chains to deliver improved service.
Adjuno’s claims fulfilment solution is easily accessible by its approved third party suppliers as it’s cloud-based. As key suppliers are integrated, Zurich and its partners benefit from automated, real-time sharing of instructions and claims status. Significantly cutting down on errors and the time previously spent re-keying information across multiple systems and channels of communication. Fulfilment bottlenecks are easily visible due its task-based workflow dashboard. Managers, claims handlers and third party agents, can easily see which claims have outstanding tasks and can manage issues by exception. All of which is helping reduce the claim lifecycle and cost per claim. Due to more timely updates, and improved visibility of what’s happening with a claim from a single database, customers are kept more informed, and complaints and in-bound calls have reduced. A future release of the solution will also provide Zurich with a business intelligence tool, including director level management reports, which will help Zurich measure suppliers against agreed KPIs in a fraction of the time it takes today.
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