Transformation of claims settlement business

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

As a 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.

Transformation of claims settlement business<br/> — Transformation of claims settlement business

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 cooperative 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 digitalization 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 a 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 program implementation roadmap for claims processing
Develop a comprehensive product and system architecture
Incorporate new agile methods into the claim delivery process

Benefit

Happier customers, more productive employees

As a fully digitalized 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 recognized by Guidewire and Groep P&V at the Guidewire Analyst Day 2017