Our news • Case study
Maximising Member Benefits with Advanced Gadget Insurance
10.03.2025
The challenge
Our client needed to switch to a more responsive claims administrator to boost customer satisfaction, reduce delays and complaints, and improve Trustpilot scores. Their goals were to enhance service for insurance scheme customers and improve brand reputation. The underwriter also required real-time data for claims and automated BDX reporting to track performance and loss ratios. We successfully delivered consistent and accurate scheme data through migration and data quality updates.
The Solution
The client partnered with SPB to introduce an enhanced and comprehensive Claims Management solution. After witnessing a demonstration of SPB’s Smart Claims Assistant, Oscar, they recognised its potential to revolutionise the customer experience and meet the stringent FCA-regulated Claims Management requirements.
The SPB Project team seamlessly collaborated with both the Client and Underwriter to design a journey that mitigates fraud, customises management functions to adhere to various rule sets, Terms & Conditions, exclusions, and specific document upload requirements. SPB worked closely with the Client and Underwriter to design data files and APIs, establishing a robust and secure transfer protocol.
Our partnership is designed to deliver exceptional Claims Management and unparalleled value, offering a cost-effective solution for both Clients and Underwriters. Additionally, we provide a customised IVR telephony integration seamlessly compatible with the Client’s telephony platform.
Key Features
Oscar offers a comprehensive Claims Management platform to Client and Underwriter with:
- Reduced Claim Times and Faster Resolutions.
- Accurate Handling and 24/7 Access.
- Real-Time Updates and Efficient Fulfilment.
- Quick Dispatch of replacement Items.
- Integration with repairer networks, delivering a fully integrated journey and enhanced SLAs through network integration.
- Customised solutions which are tailored to meet the specific needs of our Client and Underwriters, addressing previous supplier issues.
- Seamless claims journey, improving consumer duty reporting, supporting vulnerable customers with providing enhanced reporting capabilities.
Services Offered
Claims Management: SPB expertly managed the data for the insurance scheme in collaboration with the underwriter, ensuring a smooth and effective data migration and new relationship with the client. This included comprehensive claims and fulfilment services.
Customised Online Claims Journey: SPB created a customised online claims process for personal possessions and portable devices, ensuring a seamless experience. This tailored approach boosted customer satisfaction and enhanced the client’s reputation.
Digital Solutions: Leveraging the SPB claims management platform, Oscar, SPB provided advanced digital claims processing, enhancing the overall efficiency and user experience.
Results
- Real-Time Insights: Underwriters now have immediate access to claims and cost data.
- Unmatched Customer Service: Enjoy 24/7/365 availability with OSCAR.
- Accelerated Service: Experience faster service and reduced claims processing times.
- Streamlined Interactions: Enhanced collaboration with relationship teams ensures a more efficient claims process.
- Strategic Partner Engagement: Active collaboration with partners has enabled the introduction of new product lines.
By partnering with SPB for your claims management services, you are choosing a leader in innovative, efficient, and customer-centric solutions. Our advanced platform, Oscar, ensures reduced claim times, real-time updates, and seamless integration with your existing systems.
With SPB, you gain access to unparalleled expertise, customised solutions, and a commitment to excellence that will elevate your customer satisfaction and operational efficiency. Join us in transforming your claims management process and experience the SPB difference – where exceptional service meets cutting-edge technology.
Contact SPB today to discuss how we can tailor our solutions to meet your needs and drive your success.
