Case Study / A major NZ insurance organisation
To undertake a comprehensive review of the claims and customer interaction model by understanding the key issues and gaps. Carrying out analysis of the current state model combined with feedback on the desired future state to provide a foundation for recommendations of targeted improvements for rapid implementation. This was a complex job for a large organisation.
A key focus was to transition the organisation to a more effective customer focused claims model i.e. ‘How do we provide a better customer experience with improved resolution times?’
The organisation commissioned LSI Consulting to conduct an independent review of its claims, customer interaction processes, and management systems to see what it could do better.
Identified and measured key issues that were a barrier to working smarter and more efficiently
Made changes that have enhanced services and closed significant gaps in the claims management approach
Delivery of an improved and sustainable operating model for managing all aspects of claims and customer interaction
Developed a comprehensive road map for change to the new claims management model
Set up an implementation plan for transition with the client
The purpose of this engagement was the review and development of claims management – both customer experience and internal processes.
LSI used a combination of fieldwork, analysis and research over several months to provide background, context and data for analysis and development of a new conceptual claims and customer interaction model including specific recommendations for change. Detailed background work included interviews, historical research, a business priorities survey, stakeholder meetings and staff focus groups. Over 400 issues were identified across five key areas which fed into the new operating model.
Proven Success: Real-World Results from Our Clients
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