To stay ahead of emerging competitors, a prominent global insurer embarked on a transformation journey to enhance their relationship with policyholders, sales partners and employees. Customers needed simpler ways to check and submit claims and sales partners wanted streamlined access to customer information for better customer support and employees aimed to expedite the claims processing workflow. They needed to build a positive workforce and customer experience while improving claims across all lines of business.
Veracity’s strategic approach aimed to deliver exceptional experiences to customers, empower sales partners and streamline processes for employees. By harnessing our expertise in service design and experience research, we identified key areas for improvement across people, processes and technology to shape a comprehensive, end-to-end claims experience blueprint that establishes unparalleled standards of excellence—and empowers our client’s transformation.