Learn how WNS increased a multi-line insurer’s debt recoveries by 30 percent while reducing the time taken for settlement of claims by 40 percent .WNS focused on transforming the key processes of the client's motor claims recovery business to eliminate system inefficiencies and reduce the claim life cycle. Their succesful solution model included features like realigning processes by type and complexity, introducing a new customer ownership model, maximising productivity per resource etc.

1. Industry
Insurance
Process
Claims processing
Customer service
Increasing a multi-line insurer’s debt recoveries by
30 percent while reducing the time taken for
settlement of claims by 40 percent
This client is a leading provider of insurance products The WNS Solution
in Europe with substantial business entities and units
located around the world. WNS focused on transforming the key processes of the
client's motor claims recovery business to eliminate system
In the highly competitive insurance business where inefficiencies and reduce the claim life cycle.
the bottom line has become a singular focus and By re-engineering the delivery teams to include insurance
customers are less loyal than ever, our client's specialists, creating activity-based teams, implementing
challenge was to efficiently manage and improve distributed workflow processes, introducing Six Sigma
its debt recoveries collections, while enhancing the initiatives establishing effective communication frameworks
customer experience. and designing efficient tracking systems, WNS was able to
minimize costs and increase revenue, while improving
In 2004, the company recognized that, by outsourcing the quality and efficiency.
entire motor claims recovery and dispute management
operations to a third party provider, it would be able to tap Key features of the WNS solution include
into a team of trained insurance specialists and leverage
proven tools, methodologies and quality assurance Realigning
n processes by type and complexity, thus
processes. This would in turn, allow management and staff increasing efficiency and reducing claim processing time
to increase its focus on its core business. In the scope for Restructuring
n the team for maximum effectiveness by
transformation included key processes within the client's appointing specialist groups according to skill sets
general insurance business debt recoveries collections and
dispute management of claims.
Copyright © 2009 WNS Global Services | wns.com Industry: Insurance | 01

2. Introducing
n a new customer ownership model wherein Benefits delivered by the WNS team
WNS implemented a communications model whereby
Increasing
n daily collections by 30 percent within
a single team member was responsible for customer
the first year resulting in significant financial
communications
advantages for business
Maximizing
n productivity per resource by implementing
Reducing
n claims settlement time by almost
LEAN Six Sigma programs to ensure real time inputs and
40 percent from 212 days to less than 130 days,
motivate the teams to achieve established targets
resulting in higher customer satisfaction
Reducing
n claims cycle time by implementing a process to
Increasing
n the speed at which claims were sent to legal
ensure that claims were automatically sent to the WNS
counsel by 90 percent from over 25 days to less than
team within three days of initiation, thus not only
two days immediately after transition
reducing elapsed time, but also avoiding loss of claims in
the system Generating
n additional business of 5 percent amounting to
GBP 3.6 million in collections per year by identifying
Implementing
n a daily dashboard whereby key metrics
revenue leakages caused by claims that were not being
related to claims were farmed daily in order to accurately
registered in the system.
capture data and report it in real time
Restructuring
n and re-engineering processes supporting
claims tagged for litigation to ensure that their life cycle About WNS
was reduced. The speed at which a claim was sent to WNS is a leading global business process outsourcing
legal counsel was increased by 90 percent. company. Deep industry and business process knowledge,
a partnership approach, comprehensive service offering and
a proven track record enables WNS to deliver business value
Extending Your Enterprise to the world’s leading companies. WNS is passionate about
The WNS team significantly increased daily collections for building a market leading company valued by our clients,
its client and reduced claim life cycle time resulting in employees, business partners, investors and communities.
greatly elevated customer satisfaction levels. Moreover,
WNS was able to add value by generating additional
business through increased collections per year,
significantly impacting the business unit's bottom line.
To learn how we can help extend your enterprise,
write to us at info@wnsgs.com
Copyright © 2009 WNS Global Services | wns.com Industry: Insurance | 02