Digitalising the claims process

Digitalising the claims process

THE REQUEST

Our client was looking for a solution that would simplify, accelerate and improve the quality of its claims process. The process was labour-intensive, had a long lead-time and, due to incomplete and inconsistent information, was also sensitive to errors.

Process support from a single application
The client wanted a solution in which process support was arranged from a single application. In this application the employee had to be supported from start to finish of the claims process, with all requests for information and mutations pertaining to the “systems of record” carried out below the surface. In addition to ensuring maximum process optimisation, this would also impose a uniform working method on the claims handler. Our client was looking to select a specific and proven platform to meet all its requirements and ITDS was asked to coordinate the selection process.

OUR APPROACH

Over the course of several years, ITDS had developed a best practice for an RFI/RFP process, including an extensive question database. For this assignment, in collaboration with the relevant specialists, we applied the best practice to the client’s specific situation and requirements. Using several proven platforms/solutions and implementation partners, we then ran through the RFI/RFP process.

Workshops
One of the aspects that set our approach apart was that, in addition to carrying out the standard RFI/RFP process, we also organised intensive workshops with suppliers and implementation partners. Project manager Rick van der Helm elucidates: “Doing this obliged the organisation to be critical. It also cleared the way for the implementation partner to specifically address the client’s situation and adapt the proposed solution to the client’s wishes and to fresh insights.”

Proof-of-concept
Together with two implementation partners, we ran through a proof-of-concept phase. Based on the same assignment description, both partners configured a part of the process, allowing them to demonstrate what they were capable of. The impact that IT projects have on an organisation is invariably underestimated, which is why ITDS always tests an implementation partner’s ability to adapt.

THE RESULT

The approach we took helped our client select a platform that would achieve the required improvements to its claims process, as well as provide a stimulus to the necessary digital transformation. Moreover, the organisation can now fall back on an implementation partner that can adequately support the change process.

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WHAT OPPORTUNITIES DO YOU SEE? 

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WHAT CLIENTS SAY

 

Estratégia internacional de TI e mudança organizacional

“É preciso pôr as pessoas do nosso lado porque nem todos gostam de mudança" 

Em pouco mais de 40 anos, a Brunel evoluiu de uma empresa de corretagem baseada em Delft para uma prestadora de serviços internacional que emprega mais de 11.000 pessoas em 37 países. Em muitos destes países, a Brunel utilizou sistemas de TI locais, cada um com as suas próprias definições. Para que tudo se torna-se sustentável no futuro, todos estes sistemas tiveram de ser substituídos por um único sistema baseado no mesmo padrão.

Estratégia Social e Implementação para a OHRA

“Assim que estivéssemos satisfeitos, eles elevariam a fasquia”

No espaço de apenas alguns anos, o papel das Redes Sociais na OHRA cresceu de um "pequeno extra simpático" para um canal de negócios de pleno direito.

Iris Wezenberg - a anterior Gestora das Redes Sociais e agora Gestora de Serviços Online nesta seguradora holandesa - explica como tudo isto surgiu.

Configuração e implementação de uma política de Customer Due Diligence

“Realizar um bom começo foi metade da batalha”

O desafio enfrentado pelo KAS BANK era implementar uma política de Customer Due Diligence (diligência sobre o cliente) e racionalizar os arquivos do cliente num período limitado de tempo.

Em colaboração com a ITDS, o gestor de projeto Marc Brouwer aceitou o desafio.


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