Reliance General Insurance : Motoveys ClaimLook

The project was initiated to reduce processing time in loss assessment and

resultant claims settlement. It was felt that assessors were spending too much

time on redundant data entry and spending less time on the field. The customer

service aspect was also impacted as claims settlement was taking more than the

desired time. Motoveys application has provision for a motor loss assessor to

work online and also offline while he is on the field. The application syncs up

data to a Claims Management System thus speeding the process of settlement of

claims. It ensures better quality of data collected on loss assessment for

further analysis and to reduce time lag in travel to and from office to

workshops.

As many of the surveyors are elderly people, they had to be trained quite

rigorously to use the systems. Acceptance of the system in the field in an

unstructured industry was a challenge. The design of the system and a simple

look and feel coupled with active training and handholding by local operations

team in branches helped to overcome this issue. Internally there was also an

acceptability related challenge since the system introduction forced visibility

into several aspects which were subjective till such time. The company also

wanted to give customer access to the claim status as near to real time as

possible. For this the Motoveys/CMS data needed to be integrated to the portal.

These requirements were met by building web services on an SOA framework. The

benefits include: Reduction in turnaround time and faster claim settlement,

thereby enhancing company's image and also in reducing claim costs.