New problem
Optimising the end-to-end claims process
General insurance underwriting agent, Ando Insurance required a digital-first solution to support a fast-growing top line and the desire to maximise efficiencies, improve workflow processes and improve transparency with brokers and customers.
Ando engaged Deloitte to support their automation journey and to optimise their end-to-end claims processes, leveraging the Salesforce and MuleSoft platforms. This would require the development of a fully functional claims handling system, which would integrate a market leading broker portal and external databases, seamlessly.
Seamlessly integrating a market-leading broker portal
New ideas
Optimisation via digitisation
As part of an overall Salesforce configuration and implementation solution, Deloitte worked alongside Ando’s digital transformation team and implemented CRM tool, Financial Services Cloud (FSC) and marketing and analytics system, Experience Cloud (EC). A roadmap was created for the digitisation of Ando’s insurance claim workflow processes, while Agile methodologies were employed to design and iterate.
Focusing on Ando’s core business, and utilising FSC, an external claim lodgement system was built. The system automates the end-to-end claims process, while seamlessly integrating and syncing with current databases.
A new internal claim processing system and workflow was implemented, including features such as automatic payments, settlement offers, and file sharing. This system significantly reduces the need for manual data entry, and in turn, eases frustrations for brokers, customers and the Ando team.
Finally, the team delivered an EC-powered web portal for brokers to access key accounts and claims information to optimise the experience for customers. The portal gives the flexibility to design and tailor user experience to match the broker’s specific branding requirements.
Over the course of the project, the Deloitte team helped Ando to build their new Agile ways of working, setting up a Product Management capability, developing internal capability to support Ando in optimising the platform and experience going forward independently.
New growth
Delivering better experiences
Now, the new platform handles the majority of Ando’s claims, and has been a key enabler in supporting the business with the unprecedented level of claims experienced during the severe weather events in Auckland and the Hawkes Bay in early 2023.
Claims handlers are no longer required to use and operate across multiple manual systems, copying and pasting data, cross referencing data sources and manually managing correspondence.
Cost efficiency benefits have already been realised and are anticipated to increase as Ando grows, and they are now set up perfectly to continue their journey as a fast-growing, nimble business, delivering better experiences for brokers, customers and staff.