Award winning Australian General Insurer, Real Insurance
aspired to improve their claims process, with the aim of making things simpler and more convenient for their customers and to streamline the claim process. Real Insurance required a solution that would allow their customers to supply much of their claims information over the website without needing to first ring the Call Centre. The online solution would allow customers to submit their claims at any time of the day or night, reducing the processing time for many standard claims.
Interesting, Real Insurance's web development partner were called upon to assist in the design and development of an online claims submission system for their Home & Contents and Car Insurance products. The new system allows existing policy holders to enter their claim details into a secured form for lodgement without needing to contact the Call Centre for the relevant claims documents. The claims system securely records the relevant information from the customer and on completion emails a claim submission summary back to the customer. The Real Insurance claims staff then access the stored information and continue processing the claim application.
The Real Insurance Online Claims system was succesfully completed in June 2010 and has contributed to better customer satisfaction with the claims process.
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