Accelerated Claims Processing by Enabling Claims Agents with In-App Guidewire Guidance

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The insurance company faced challenges with errors during the claims process and a lack of compliance awareness among customer service agents and adjusters. By deploying Whatfix’s in-app guidance and automation on Guidewire, the company reduced errors, accelerated claims processing, and improved overall productivity.

Customer service agents frequently committed errors while gathering customer inputs during the First Notice of Loss (FNoL) process. Adjusters often overlooked compliance reminders and lacked timely prompts to process claims, leading to extended processing and settlement times. This resulted in a poor policyholder experience, a lack of awareness about critical information needed from policyholders, and an increased risk of compliance failure.

Whatfix Product Analytics was utilized to identify where errors occurred in the claims process, such as in the vehicle information entry, which is crucial for calculating claim limits based on various coverages. Smart Tips and Data Validation were deployed to ensure all required information was accurately filled in. For example, agents were nudged to fill in non-mandatory fields that aid in precise claim processing, and Smart Tips prompted actions like filing an FIR in case of theft. Additionally, automated Flows were created for repetitive tasks, minimizing human intervention and reducing errors.