So, in addition to other research, we spent significant time visiting the call center listening to calls and asking the reps about their point-of-view.
These experiences provided important insights into how the claim submission app would need to work. For example, since most people have never submitted a claim before, we determined that the experience needed to guide the customer through the process. And since customers often needed to provide sometimes substantial documentation that they may not have at hand, our design needed to enable them to indicate that they were "done for now," and pick up the process again where they left off. We designed the app to be responsive so that customers could use it on their tablet, phone, or laptop, and even start the process on one device and finish it on another.
Meanwhile, our technical team was busy determining how to build the solution and integrate it with our client's existing claim system. We weren't just simulating the integration with our client's claim system, we were building an operational application that needed to actually enable a customer to submit a claim and check its status. Because Virtusa Digital had built the client's claims processing system in use in over 58 countries, we were able to understand the integration points and complexities. Customers would be able to submit claims on virtually any device, using e-signature capabilities to expedite the process. We developed a messaging center enabling customers to securely communicate with their claims handler and stay informed about progress.
Virtusa’s Underwriter Workbench solution capitalizes on advanced technologies such as AI and analytics to improve straight through processing, and reduce time to market for new products.
Virtusa's predictive claims data and analytics solution offers insurers a platform to plug into their existing data sources and derive business insights using the dashboards and models that slice, dice and simulate the data.
At Virtusa, we have extensive Insurance experience understanding how purposeful and personal digital interactions drive real customer engagement that, in turn, drives profits.
We understand the industry challenges and propose an approach for a unified and enhanced experience across the channels.
The insurance industry's reputation of being static and sluggish in response to demand is a thing of the past. Today's customers expect insurers to scale up for calamity claims and at the same time, continue their business as usual.
At Virtusa, we identify ourselves as engineers. Our entry into the consulting and integrations market was by the split streaming acceleration of our work as engineers for various software vendors. Today, we implement transformations and our promise is to "Accelerate Business Outcomes". How does an engineering outfit deliver on this promise to accelerate business outcomes?