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Enhanced Remote Claims Handling and Customer Engagement Platform for Insurance
  1. case
  2. Enhanced Remote Claims Handling and Customer Engagement Platform for Insurance

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Enhanced Remote Claims Handling and Customer Engagement Platform for Insurance

yameo.eu
Insurance

Challenges with Legacy Systems and Customer Experience

Existing video claims solution suffered from unstable connections, frequent disconnections, and poor user experience leading to rescheduling inefficiencies. Need for modern digital services to meet customer expectations (66% prioritize speed, 78% use mobile devices, 55% switch after bad experiences).

About the Client

One of Poland's largest insurers with 3.6M+ customers, requiring digital transformation to maintain market leadership through improved claims processing and customer experience.

Digital Transformation Goals

  • Increase remote claims handling capacity by 30%
  • Improve video solution stability by 300% compared to legacy systems
  • Implement automated policy renewal workflows via WhatsApp
  • Enhance customer satisfaction through AI-driven service options
  • Ensure GDPR and ISO27001 compliance for data security

Core System Capabilities

  • WebRTC-enabled video conferencing without software downloads
  • GPS localization for claim verification
  • In-call photo/video capture with annotation tools
  • WhatsApp API integration for policy renewals
  • AI chatbots for insurance product recommendations
  • Cross-device/browser compatibility

Technology Stack Requirements

WebRTC
AWS Cloud Infrastructure
GDPR-compliant data encryption
ISO27001-certified security protocols

System Integration Needs

  • WhatsApp Business API
  • Existing claims management systems
  • Customer relationship management (CRM) platform
  • AI/ML processing engines for chatbots

Operational Requirements

  • 99.9% system uptime SLA
  • Support for 10,000+ concurrent video sessions
  • End-to-end data encryption
  • Mobile-first responsive design
  • Automated scalability during peak usage

Expected Business Outcomes

Projected 30% increase in remote claims handling capacity, 3x improvement in video connection stability, 40% growth in media evidence collection (95k+ annual photos, 70k+ recordings), and 100,000+ annual claims processed through digital channels while maintaining market leadership position.

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