Reliance General Insurance : Motoveys ClaimLook

Insurance claims and surveyor assessments can prove to be a nemesis for customers. This new application from Reliance aims to address the anomalies

Monday, June 01, 2009

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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.

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