FNOL call center transformation

A major Japanese Property & Casualty insurer FNOL call center transformation - CCS FNOL SI

Duration: Start: July, 2008 End : Dec, 2009

Client Profile This client is a major Property & Casualty (P&C) insurer in the Japanese market, specifically focusing on auto insurance, The client has net written premiums as a non-consolidated base , of over ¥1,000 billion (US$10 billion) for 2008.

How Accenture Helped Following a visit to a European High Performance Insurer, arranged by Accenture, the client engaged Accenture to define their new contact centre model and associated business processes. Accenture then implemented the Claim Components in a one year systems integration project.

Business Challenge While the client is recognized as one of the Japanese major P&C insurers, they faced the following issues: • Market shrinkage and a tough competitive environment led to decreases in the net written premiums, year after year. • Their “combined ratio” had been nearly 100% for several years. • Their claim handling process was not uniform—there was no centralized claim handling call center, duplicate claim handlers existed and the scope of the service delivered depended on the day and time that the customer called. As a result, the client Japan ranked poorly among the major insurers in a customer satisfaction survey.

Accenture delivered the FNOL module, integrating the client’s legacy systems to facilitate the seamless handling of the subsequent business processes. Accenture brought resources both global and local, combining expertise in delivering the Claim Components with a deep knowledge of the Japanese P&C market. As a result, the Centralized FNOL Call Center went live on-time and on-budget.

To resolve these issues, the client Japan launched a New Retail Market Business Model Reform Project (PT-R), promoted under the catchphrase “Reform Business Model” taking a customer-oriented approach to aim at higher quality claims services to increase their customer’s satisfaction. As part of the project, a “Centralized First Notice of Loss (FNOL) Call Center” needed to be set up. The new FNOL Call Center covered not only FNOL, but also arranged services (taxi, repair etc…) depending on the customer’s requirements. In addition, simple claims (including payment) could be closed in the call center. The new FNOL Call Center is the first step of the client Japan’s larger Loss Service Transformation. According to Accenture’s Claim Survey, the more people involved and the more time spent on a claim, the lower the level of customer satisfaction. Accenture suggests that simple claims have to be handled centrally in order to maximize customer satisfaction. The client chose to work with Accenture—its extensive experience in the P&C market, its flexibility in the assignment of skilled personnel and its proven Claim Components made it the ideal partner for this important Copyright © 2009 Accenture All Rights Reserved. transformation.

High Performance Delivered The client successfully launched their new 24 hours-per-day/365 days-peryear Centralized FNOL Call Center with 1,000 operators, with about 300 onthe-desk at any one time, making it the largest such center in the Japanese P&C market. As a result of its collaboration with Accenture, the client now has: • the ability to serve its customers on a 24 hour / 365 day basis • a smooth and efficient FNOL process, leveraging the Claim Component’s key technology, “Dynamic Questioning” • the ability to indicate on the call, whether the claim will be covered or not, based on the customer’s policy • the ability to make emergency arrangements for its customers (e.g. taxis, towing, etc) during the call • more efficient use of its claim-handling resources, with the ability to close simple claims, including payment, inside the Call Center • a centralized, countrywide Loss Service centre for dealing with more complex claims • decreased agent training costs, leveraging a user friendly user- interface. The client’s claim handling operations are now more efficient and they are able to provide their customers with better service, putting the insurer on the 1 path the high performance.