Transformation of Claims Settlement Business

Groep P&V implements a digital claims settlement platform to set a new standard in customer care
As a 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.

Productivity increase

30% increase in productivity

Efficiency

Efficient end-to-end digital claims settlement

Process optimization

Customer-centric process

Challenge

Transform the claims settlement business to make it more customer-centric and future-ready

  • As a 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

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 program implementation roadmap for claims processing
  • Develop a comprehensive product and system architecture
  • Incorporate new agile methods into the claim delivery process

Benefit

Empowering Employees, Delighting Customers

  • As a fully digitalized 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 recognized by Guidewire and Groep P&V at the Guidewire Analyst Day 2017

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