Revitalizing claims for improved customer experience

Case Study

Problem Statement

Allianz faced a huge challenge in claims processing times due to mainframe based inflexible legacy which housed the claims information. Claims personnel were mired by lengthy manual processes and long lead times for change requests. There was an immediate need for configurability and a better claims user experience. In addition, they needed to reduce the turn-around-time for implementing change requests.

The Solution

The scope of the initial phase was to streamline the claims submission process. The solution used Intellect Business Components with ACORD Data Model extensions to meet the business need. The construction of the solution was led by Allianz but supported by Intellect's key resources. Liferay Portal was used for the user interface and Lombardi Teamworks for the claims process orchestration. Existing IBM Message Broker infrastructure was leveraged for integration with POLISY – policy administration system.

The Benefits
  • Transaction efficiency has increased by more than 56% for the Motor Claims Lodgement application.
  • The solution has enhanced the user experience with ease of navigation through Claims Lodgement.
  • Complete end to end claims system has ensured the desired flexibility and configurability.
  • The externalized business rules have facilitated ease and speed of configuration.
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