Assessing Opportunities for Digital Solutions on Insurance Claim Journey

Background

One of the top-five financial services in the world wishes to create a seamless customer claim journey to help driving customer engagement, loyalty and trust, which boosts company’s image and the bottom-line.

Objective

To assess opportunity on providing digital solutions on claim journey by developing in-house platform, replacing current Third-Party Administrator (TPA)’s role.

Challenges

Highly regulated industry, deal with ethical issue (data privacy), weak commitment to build collaboration on data system integration across parties

How We Do It

  • Conducting In-depth Interview sessions with multi-parties – i.e., customers, salesforces, panel providers, both for individual and corporate targets

  • Exposing some ideas for digital solutions as a ‘springboard’ to stimulate participants to come-up with any creative solutions which relevant with their needs

Solution

Results provide a guidance for Client to take necessary actions and some new ideas/ solutions  on each stage of overall claim journey.