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Trends Watch

Enabling Claim Surveyors to Work on the Move

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PCQ Bureau
New Update

Reliance General Insurance had integrated into its Claims Management System
(a homegrown app for processing of claims), an online Web based application
called Motoveys, so as to enable surveyors to login to online Motoveys and
prepare survey reports which could be referred to by RGI Claim Managers.

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So where was the problem?

On a usual day, the surveyors were out in the field investigating,
collecting information, then getting back to their offices, log in to online
Motoveys and then filing the survey reports. Traveling to and fro from office
and redundant data entry was hampering their productivity. Also the number of
claims being processed peaked towards month-end resulting in huge load on the
Motoveys server with adverse impact on system performance and availability. This
affected the claim settlement time and in turn the customer service aspect.

Solution implemented

RGI came out with an Offline claim survey solution called Motoveys Claimlook
which enabled the surveyors, equipped with laptop and internet connectivity to
download all the required information from online server, file the survey and
loss assessment on the spot, and upload all this information on the central
server application while on the move, thus completing the survey process within
a few hours.

On
benefits of Motoveys Claimlook Solution

'Ever since the introduction of Claim Look solution,

  • The number of surveys per month by an assessor has
    increased from 92 to 117 in A class cities and metros which contributes to
    a major share of our claims.

  • The TAT of a motor accident claim loss assessment has
    come down, enabling faster settlement of claims. We find that 90% of the
    claims are assessed in less than 24 hours as against a corresponding
    figure of 78% earlier before the introduction of the initiative .

    There has been 15% reduction in the conveyance bill of our in-house
    assessors ever since its introduction.

  • Earlier on an average a standard claim would have 5-6
    paper photographs and each paper photograph cost us Rs 10. But now with
    the usage of digital photographs, being sent using this solution we have
    achieved a saving of Rs 1.5 crores per annum.'

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Motoveys Claimlook is built on Microsoft product stack and
this application is built on .Net 2.0 (compatible with .Net 3.5 SP1). It uses
SQL Express on the client side. It comprises of a set of pre-configured advanced
features such as the compressed algorithm and bidirectional flow of data that
enables quick and efficient transfer of profound data at any given bandwidth.
Its inbuilt data base of master driver assembly and ancillaries is configured to
provide accurate estimation of losses to the damaged vehicle. Solution's user
interface has a friendly look and feel, like that of MS Outlook.

Benefits derived

With the loss details being capture offline, the quality of data has
increased considerably and allowed RGI to analyze data easily. With the report
filing enabled on the go, server application load also reduced significantly.

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