The client is a standard market insurer offering multiple personal and commercial lines products. The client’s major offering is the standard auto program, managing more than 100,000 active policies across 12 states and handling approximately 5000 claims in a year.
The insurer has been focusing on faster claims processing and managing omni-channel claim intake processing. However, the delay (increased turnaround time) in the coverage verification and the claim intake process was at times lowering their score on customer satisfaction and adding more administrative work for the claims team while managing smaller claims.
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