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Allianz Services India - Back-Office Customer Service Team of the Year

 

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Company: Allianz Services India
Company Description: Allianz Group is a global financial services provider with services predominantly in the insurance and asset management business. Allianz Technology is the internal shared services provider for Allianz Group. Global Insurance Operations (GIO) within Allianz Technology India is ISO 9001, ISO 27001 and eSCM Level5 certified delivering world class services across the Insurance operations value chain.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Financial Services Industries

Nomination Title: Animal Health Claims - Customer Delight

Tell the story about what this nominated team achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: REDACTED FOR PUBLICATION

Animal Health Claims

What was the problem?

The Animal Health claims process was offshored to Allianz Services India in 2005 using the structured ‘Transform’ methodology, providing huge benefit through cost arbitrage. Since then, the scale and work complexity has increased with 85% of claims processing now being handled from this centre. The team consists of qualified veterinary graduates, bringing an exceptional level of professional knowledge and expertise resulting in additional customer and business benefits over and above the cost arbitrage.

A pet owner (policyholder) who is already worried about their ill or injured pet would like their claim processed quickly and hassle free. We understand that an efficient claims process drives an improved customer experience and has the right KPIs in place to help deliver great service for our customers. An important KPI is to settle 90% of claims received within 5 working days. Due to different unexpected and complicating factors, 2018 Q2 witnessed a temporary backlog of approximately 15,000 claims. . This could have resulted in a poor experience for our customers and a reduction in customer satisfaction. Hence, swift action was required to maintain performance and achieve the right customer outcome.

How did we go about it?

GIO (Global Insurance Operations) has an mature and proven customer journey framework (attachment) that focuses on improving the customer experience, continuously. Productivity Gains + Small Changes: Embracing quality tools like Failure Mode Effects Analysis & Value Stream Mapping, the team identified bottle necks like unplanned staff absence in the outbound calling team who are responsible for getting incomplete claim information from customers. Cross training and shift optimization helped us streamline the process. Standardized email templates and creating a 28day claims follow-through procedure helped improve the customer journey. Learning opportunities were offered (staff were trained )to the staff on Insurance Fraud, Data Analytics (DA) and CII (Chartered Insurance Institute). Scripting - IT changes using QTP (Quick Test Professional) were implemented as quick wins allowing claims to be entered on to the IT platform from the online portal, avoiding repetitive manual work and helped bring benefits to our customers.

What is the result?

Keeping customers at the heart of our thinking when making process improvements has delivered significant benefits. Customer experience has improved with the number of claims settled in 5 working days increasing by 2% . Also, we achieved efficiency gains of approximately 5.2% of the team strength.

Robotic Process Automation - RPA was used to develop a rules based engine for claims settlement. In future, phase 2 of RPA will further look at opportunities to enhance our customer journey further by settling 95% claims in 5 days, bringing additional efficiency gains of approximately 5% of teams head count