With an Integrated Management System, IFFCO-Tokyo Keeps Customers Happy

But the company was having a hard time living up to its credo - especially where it mattered most. "Claims processing and handling have always represented key touch points. It's here that customers can be retained or lost," U.C. Dubey, EVP-IT, IFFCO-Tokio General Insurance.

The problem was that the company's AS400-based claims processing system had many manual processes and couldn't cope with increasing business demands and growing customer expectations. It forced a duplication of data entry and time-consuming documentation. It also meant higher turnaround time for claim settlement, which made no one happy.

To alleviate these pain points, Dubey and his team rolled out a Rs 1.5 crore integrated claims management system (ICMS) developed using Java programs, a CRM system, a document management system, an enterprise service bus, and an SMS gateway. The ICMS covers the claims process from when IFFCO-Tokio's call center receives a first 'notice of loss' call to when a customer receives a check.

The system empowers the claims department to manage the settlement cycle through its various stages including appointing surveyors, examining survey reports online, and approving a claim. It also relieves the accounts department from the tedium of examining and tallying each bill, preparing payment vouchers and generating various reports.

Today, thanks to the system, work assignments are automated and most activities are performed electronically, eliminating the use of paper. It has facilitated straight-through processing for the entire claim system. It has also increased transparency across the organization, reduced turnaround time and data entry (and associated errors).

"The legacy application could not be opened up to various partners via the Internet to improve efficiency. Today, we have provided an efficient tool to our business partners to process claims seamlessly. The project has also improved customer service and reduced turnaround time, translating into happier customers," says Dubey.

The Person Behind It

U.C. Dubey

EVP-IT, IFFCO Tokio General Insurance

"Claims processing and handling have always represented key touch points. It’s here that customers can either be retained or lost."