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Transformation of claims settlement business
Groep P&V implements a digital claims settlement platform to set new standard in customer care
As major Belgium insurer, Groep P&V wished to implement a new core platform that supported local needs and languages, initially French and Dutch
The digital transformation had clear objectives to boost overall productivity, streamline business processes and improve customer satisfaction.
The digital transformation had clear objectives to boost overall productivity, streamline business processes and improve customer satisfaction.
Productivity increase
30% increase in productivity
Efficiency
Efficient end-to-end digital claims settlement
Process optimization
Customer-centric process
Groupe P&V Groep is a co-operative insurance group in Belgium. With a multi-brand, and multi-channel sales strategy, the group provides insurance to individuals, businesses and institutions. The group is committed to digitalisation and has embarked on end-to-end transformation of its current IT capabilities.
Challenge
Challenge
Transform the claims settlement business to make it more customer-centric and future-ready
- As major Belgium insurer, Groep P&V wished to implement a new core platform that supported local needs and languages, initially French and Dutch
- The digital transformation had clear objectives to boost overall productivity, streamline business processes and improve customer satisfaction
- The right strategic solution must also provide a foundation for further growth and insulate the business from changes in technology
Engagement
Engagement
Rethink business processes and harness modern technology to deliver better outcomes
GFT was engaged to:
- Survey all relevant business processes and make strategic recommendations to improve claims processing workflow
- Design a programme implementation roadmap for claims processing
- Develop a comprehensive product and systems architecture
- Incorporate new Agile methods into the claims delivery process
Benefit
Benefit
Happier customers, more productive employees
- As a fully digitalised business, Groep P&V has increased productivity by 30%
- Employees are more engaged and empowered to be more proactive
- The claims management system is simpler and more intuitive for staff, brokers and agents
- A highly automated claims management system allows staff to focus on the business rather than administration, improving overall customer satisfaction
- Project recognised by Guidewire and Groep P&V at the Guidewire Analyst Day 2017
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Success story
Transformation of claims settlement business
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Your expert | Insurance
Jacynthe Vachon
VP-Guidewire Strategic Development