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ARCIS eServices

Solus

General Insurance Case Study

Client is one of the leading private general insurance companies of India. They offer an exhaustive and customized basket of insurance products that include motor, health, travel, student travel insurance, etc. with over 94 customized insurance products catering to the corporate, SME and individual customers. They provide easy access to customers and distributors through 152 offices spread across 119 cities in 24 states.

  • Challenge
    • Data Security was a key concern while deciding upon an outsourcing partner
    • Resource Management
    • Turn round time on case resolution needed to be improved
    • Paperless environment needed to be created to completely automated the system
    • Reduce claim ratio
    • Real time MIS & reporting was needed by the company
    • Client was looking for a cost effective solution
    • Provision of a real-time application in case the principal systems not working
  • Solution: Customer Retention Management System (CRMS)
    • Personal sensitive data of the customer managed through secure CRMS and databases to enable data security
    • Integration of client's systems with ARCIS servers every 3 minutes enabling both servers to talk to each other on a real time basis
    • Real time updates every 3 minutes are updated on client servers
    • The integration made it possible to receive, process, audit, deposit and complete the entire life cycle of the transaction within minutes. The CRMS runs the call center and FOS on the same communication platform through GPRS in real time
    • Fraud control measures like only a virtual view of data provided on the hand-held and camera triggering from the application, ensuring the movement of the workflow. Any deviation in the work-flow logs out the personnel from the application
    • Report are generated automatically on submission of the data forms and uploaded into the client server.
    • The complete transaction has been made completely paperless
    • A parallel on-line real time work-flow is available and used when the principal application is down.
  • Achievements
    • MIS, reporting, pre-risk inspection reports available in a real time, non-editable format to disable any tampering possibilities
    • Paper-less environment created as all information exchange is digital only
    • Data management with CRMS through structured interfaces and no use of spreadsheets thereby improving manageability of the process
    • Enablers restrict any misuse of application during the vehicle inspection. Zero bogus claims in 4 lakh+ inspections done till date
    • Resources and turn around time reduced through a fully automated real time platform
  • Customer Recognition
    • Silver EDGE award (2010) given across industries each year
    • CIO 100 award (2010)
    • Celent Model Insurer Asia Award for underwriting