Digital Customer Service and Claims Management Platform for Insurance Providers

The client faces difficulties with unstable and inefficient remote inspection solutions, leading to poor customer experience, frequent rescheduling, and operational delays. Their existing video and digital communication tools do not meet modern standards, impacting customer satisfaction and operational efficiency.

A large-scale insurance company with extensive market presence, serving millions of individual and corporate clients, seeking to modernize its customer interaction and claims processes.

• Achieve a 30% increase in claims processed remotely to enhance operational efficiency.
• Improve video communication stability by at least three times compared to legacy solutions.
• Increase the volume of photos and recordings captured per claim by 40%.
• Handle over 100,000 claims annually with faster processing times.
• Enhance customer satisfaction by providing seamless, accessible digital communication channels.

• WebRTC-enabled video platform that supports remote inspections, damage assessments, and claims evaluations without prior software downloads.
• Features for GPS localization, real-time video recording, screenshot capture, and annotation tools.
• Automated policy renewal workflows via popular messaging applications like WhatsApp.
• Intuitive chatbots guiding users through policy selection, renewal, and upgrade processes.
• AI-powered automation for repetitive tasks and customer interactions, reducing manual effort.

• Third-party messaging services (e.g., WhatsApp) for automated communication
• Backend systems for policy and claims management
• Location services for GPS-based features
• Secure data storage with compliance to security standards

• High video call stability with minimal disconnects (aiming for at least threefold improvement over legacy solutions)
• Support for high volumes of concurrent users handling over 100,000 claims annually
• Data security aligned with GDPR and ISO27001 standards
• Responsive user interface optimized for mobile and desktop devices
• Minimal latency for real-time video and chat interactions

Implementation of the platform is expected to deliver a 30% increase in remote claims handling efficiency, a threefold improvement in video stability, and a significant rise in customer satisfaction through seamless digital communication. The solution aims to support over 100,000 claims annually, with measurable enhancements in process speed and customer experience.