Comarch Mobile Claims Adjuster at Warta SA

Optimizing mobile claims with Comarch Mobile Claims Adjuster

Due to the process of claim optimization Warta S.A. Insurance and Reinsurance Company decided to automate mobile claim adjustment and implement the Comarch Mobile Claims Adjuster solution.

system for warta

Claim adjustment in the field is a key area for each insurance company. It is extremely important for the assessment to be carried out with particular care as claim adjustment affects directly customer relationships. The inspection takes place in case of 50%-75% reported claims, and its result is the most important factor while assessing the value of the claim. Operationally, claim adjustment means travelling, inspection and damage valuation.

The aim of the project was to improve the productivity of operation departments and the quality of service. Planning work with a help of a professional tool, as well as optimizing operations in the field with a dedicated application allow better use of adjusters’ time.

The ability to arrange inspections with customers according to the actual availability of adjusters, system monitoring of schedules and contact management ensure professional and more convenient inspection service for customers.

Both for Warta and Comarch the challenge was the implementation of a tool for automation and optimization of the field adjusters’ work without the possibility to refer to similar examples on the local insurance market. The Comarch Field Service Management tool, however, was proven in other industries and these experiences were successfully translated into a new business area. The most important thing for Warta was good organization and cooperation of all participants (supplier, coordinators, adjusters, managers, claim system specialists, IT professionals) aimed at realization of the intended objective. The approach to the implementation itself was also important – information gained at an early stage allowed efficient configuration of the system so that the work of mobile adjusters was optimal.

Comarch cutting-edge solutions for insurance

Comarch Mobile Claims Adjuster Is both a web application, which allows coordinators to manage the work of mobile adjusters, and a mobile application dedicated to adjusters to streamline their work in the field.

warta insurance case study

Implementation result

Comarch Mobile Claims Adjuster allows Warta to schedule inspections in the field taking into account the actual availability of the adjusters, travel time and the meeting hours with customers. Moreover, the system allows the insurance company to monitor the inspection realization and deadlines as well as responding to unforeseen circumstances e.g., delayed inspections. The scheduling mechanism, which uses advanced calculation methods, assigns visits to make travel times as short as possible. Moreover, mobile access to the application improves the inspection efficiency as well. Advanced reporting options allow instant analysis and the ongoing process optimization. The solution ensures automation and optimization of the claim process which contributes to a significant increase in productivity.

The inspection and claim adjustment in the field is an operationally critical element for us, and also generating high costs. After thorough changes in claim adjustment processes, it is time to use professional tools that allow optimal planning of inspections and support for adjusters in the field.We selected Comarch because the tool we were offered was functional. Comarch is a partner that shares its experience and knowledge, and focuses on the business goal we want to achieve.

 

Rafał Stankiewicz, Vice President at Warta S.A. Insurance and Reinsurance Company about Comarch Mobile Claims Adjuster warta insurance

For us, for a supplier, it is very important to see how the application enhances the work of its users – in the reports, at the coordinator’s desktop or in adjusters’ schedules it is immediately visible whether the service is proceeding as scheduled, and if it is not, the corrective action can be immediately implemented, i.e. reassigning the task, rescheduling the inspection or negotiating an extra time work. Adjusters can make appointments with customers, their work is significantly facilitated, and the documentation in the application automatically described and sent to the claim system. We also enjoy a great partnership with such a client as Warta. Thanks to that, we were able to introduce some gamification elements to the field inspection service implementation.

 

Szymon Uczciwek, Product Manager and Head of Consulting for FSM-class solutions, Comarch

 

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