We are thrilled to announce that we won the bronze award for Excellence in Claims Technology at the 2018 Insurance Times Awards in London last week.
The awards ceremony is hailed as one of the biggest nights in the insurance industry, and this year was no exception with 30 awards given to individuals and companies in celebration of another impressive year. A new format was introduced this year in the form of silver and bronze awards in order to recognise those who had just missed out on the gold award but still deserved recognition for their contribution and achievements.
Coplus picked up the bronze award for in the Excellence in Claims Technology category for our pioneering Claims Management System (CMS). We handle FNOL claims for over 1 million motorists on behalf of insurance brokers, and our bespoke CMS managed by our in house team has been developed in such a way as to control complex rules and relationships allowing us to manage claims on behalf of our broker partner whilst also controlling additional services for the insurer in different ways and at different times.
Our claims team operate 24 hours a day, 365 days a year, and manage in excess of 800,000 calls per year. Working on behalf of multiple brokers and insurers it’s vitally important that our handlers can quickly and easily identify the correct services for each customer and get them on the right track to resolving their claim as quickly as possible.
Our award entry honed in on how our CMS has allowed us to extend services to the insurer as part of the FNOL call. One such example of this showed the judges how our intelligent rule based workflows identified additional services for a specific insurer only within certain times of the day. Our claims handlers aren’t relying on memory or other manual process to know what services are applicable and consequently just focus on their customer and how they can help.
Our entry also showed how we audit our performance with a 100% correct identification of when additional services should be provided and creation of the correct claims tracks.. In addition to the extended services provided through the CMS since its inception we have seen up to 50% shorter call times, a 7.4% improvement in customer satisfaction and 36% increase in claims handled per agent.
We are delighted to be recognised at this prestigious awards ceremony which reflects the hard work and dedication of our incredible team.
To read more on the awards, visit the Insurance Times website: