Seema Gaur is Executive VP & Head-IT at IFFCO Tokio General Insurance since 2015. She holds a B.Tech from Delhi College of Engineering and master's degree in software engineering from BITS Pilani. She has more than 30 yrs of experience in IT.
IFFCO Tokio General Insurance Company deployed a Quick Claim Settlement (QCS) system for helping settle negotiations with claimants in a quick and efficient manner. The company developed an in-house mobile application using open-source Apache Cordova. Once a claimant calls the call center, he/she is sent a SMS with a link to download the QCS mobile app. The claimant is then needed to submit insurance details and pictures of the damaged vehicles, the location co-ordinates get captured through the app. The images are reviewed by QCS team at the backend CRM system which is integrated with the mobile app. The claimant is asked to submit RC, DL and banking details after an assessment, if the claimant agrees to the claim estimate.
The claimant is then given two options, which includes either to take the instant payment and get the vehicle repaired on his own at a later time or to get the vehicle repaired then and there in a workshop/garage. In the first case, payment is remitted to the claimant’s bank account through IMPS, after the claimant has signed the terms and conditions.
In the second case, in real-time, he/she is given quotes for repair from nearby garages. The pickup is arranged and once the vehicle reaches the garage, a job card created at the garage, and the due amount is remitted to the account of the claimant through IMPS payments. The app has enhanced customer experience for the company's customers. Also, the app has led to the reduction of claim settlement as it has done away with deploying surveyors for claims up to a stipulated amount of INR 50,000 for personal cars and INR 7000 for two-wheelers.