QBE creates data-driven solution to transform customer claims experience
QBE Insurance’s investment into its in-house data and analytics capabilities has resulted in an overhaul of its legacy property claims process, automating non-complex claims to ensure a faster recovery time for customers.
With a focus on delivering data-led solutions to build more seamless customer experiences, QBE has successfully completed trialing a Property Decisioning Tool that can quickly determine the likely complexity of a claim, the repairs needed, and immediately engage the correct supplier to begin actioning the recovery within a much faster timeframe.
The implementation of the tool has resulted in reduced recovery times for customers across non-complex claims, with the correct repairer or restorer able to faster respond to mitigate the loss, manage claims costs more effectively, and minimise any delays.
The Property Decisioning Tool was developed as part of QBE’s commitment to improving its customer’s experience and is one of the first in-house developed data-driven products to complete its pilot testing and go to market.
Aside from improved customer service outcomes, the tool will change recovery from 85 per cent reliance on national builders to focusing on local and regional builders for both commercial and residential work.
QBE Chief Claims Officer, Jon Fox, said that QBE is seeking to simplify internal claims processes to make it easier for customers and partners to deal with the insurer.
“Our Property Decisioning Tool has enabled us to challenge the traditional claims model by automating non-complex claims, improving and speeding up the recovery process. This is another great example of how data-driven solutions can benefit the insurance industry and help bring customer experiences in line with current expectations.
“We know that today’s customer is seeking quality of service and speed of service – and both at the same time. Through our evolving in-house data and analytic capabilities, and exploring new industry partnerships to enhance this, we can ensure we are delivering on these customer expectations.”
The transformation of QBE’s property claims process through the Property Decisioning Tool has resulted in a new Loss Adjuster partnership model forged with Sedgwick that takes into consideration the new technology capabilities to better align processes and customer service outcomes between the businesses.
The partnership model with Sedgwick will focus on them being the primary partner on all types of property claims, with QBE contracting five other Loss Adjuster firms to maintain geographic capability and coverage.
For more information:
Paul Dekkers
External Communications Manager
QBE Australia Pacific
Phone: +61 418 218 722