Leading health insurer raised claims CSAT 25% with a differentiated, agile tech stack

Context

A leading health insurer wanted to create a best-in-class claims experience for their customers as a key differentiator in the marketplace.

Our approach 

• Mapped the customer journeys and identified the pain points for stakeholders at each step
• Prioritized the critical issues that need to be resolved based on their frequency and severity
• Set aspirations/goal posts for key metrics
• Designed solutions and interventions required to meet the aspirations/ goals
• Developed a program charter to drive the implementation of the proposed solutions 

• Creating an agile and responsive tech stack is essential to building a differentiated claims proposition 
• Designing journeys and a proactive communication strategy can be a powerful lever to enhance customer experience during their moment of truth
• Re-imagining the operations setup can yield substantial improvements in terms of aligning the available capacity with the demands of the claims processing teams