Transformation of claims settlement business

Groep P&V implements a digital claims settlement platform to set new standard in customer care

As major Belgium insurer, Groep P&V wished to implement a new core platform that supported local needs and languages, initially French and Dutch
The digital transformation had clear objectives to boost overall productivity, streamline business processes and improve customer satisfaction.

A smiling customer service representative wearing a headset, symbolising the transformation of claims settlement processes through digital solutions. — As major Belgium insurer, Groep P&V wished to implement a new core platform that supported local needs and languages, initially French and Dutch. The digital transformation had clear objectives to boost overall productivity, streamline business processes and improve customer satisfaction.

Productivity increase

30% increase in productivity

Efficiency

Efficient end-to-end digital claims settlement

Process optimization

Customer-centric process

Client

Groupe P&V Groep

Groupe P&V Groep is a co-operative insurance group in Belgium. With a multi-brand, and multi-channel sales strategy, the group provides insurance to individuals, businesses and institutions. The group is committed to digitalisation and has embarked on end-to-end transformation of its current IT capabilities.

Challenge

Transform the claims settlement business to make it more customer-centric and future-ready

As major Belgium insurer, Groep P&V wished to implement a new core platform that supported local needs and languages, initially French and Dutch
The digital transformation had clear objectives to boost overall productivity, streamline business processes and improve customer satisfaction
The right strategic solution must also provide a foundation for further growth and insulate the business from changes in technology

Engagement

Rethink business processes and harness modern technology to deliver better outcomes

GFT was engaged to:

Survey all relevant business processes and make strategic recommendations to improve claims processing workflow
Design a programme implementation roadmap for claims processing
Develop a comprehensive product and systems architecture
Incorporate new Agile methods into the claims delivery process

Benefit

Happier customers, more productive employees

As a fully digitalised business, Groep P&V has increased productivity by 30%
Employees are more engaged and empowered to be more proactive
The claims management system is simpler and more intuitive for staff, brokers and agents
A highly automated claims management system allows staff to focus on the business rather than administration, improving overall customer satisfaction
Project recognised by Guidewire and Groep P&V at the Guidewire Analyst Day 2017