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Streamlining Specialty Claims Management with Salesforce

Introduction and Background

Our client is a leading specialist insurance and (re)insurance broker operating in Lloyd’s, London, and international markets. They operate across many specialist areas, including marine, energy, credit & political risks, delegated authorities, professional risks, property, casualty, sports & entertainment, and (re)insurance.

Project Challenges

The client faced several inefficiencies in their claims management process:

  • Email Notifications sent to Individuals: All claims were submitted via email to individual handlers, leading to a decentralised and inconsistent process.
  • Manual Data Entry: Losses often resulted in multiple claims, requiring handlers to manually re-key data for each claim, increasing time and the risk of errors.
  • Lack of Tracking: No single system was in place to track claims across their lifecycle, making monitoring progress or addressing bottlenecks challenging.
  • Inefficient Reporting: KPI and SLA reporting relied on manual data collation, which was time-consuming and prone to inaccuracies.
  • Manual London Market Messaging: Messages to and from the London Market were sent and received manually for each Claim, adding complexity and slowing down the overall process.
  • Emails and Files Saved Manually: Each email and file had to be saved manually to the corresponding claim file, hindering workflow efficiency.

Why Futureform?

Our client chose Futureform for our proven expertise in Salesforce implementations and our deep understanding of the insurance industry. The decision was further reinforced by the success of another collaborative project working together, where we delivered measurable results and demonstrated our ability to address their unique challenges effectively. Our ability to tailor solutions to their needs made us the trusted partner for this next transformation phase.

Solution

Futureform implemented a tailored solution combining Salesforce Financial Services Cloud, Service Cloud, and MuleSoft to centralise operations and automate key processes.

Key Features:

  • Email & Workflow Management: Reduced reliance on emails and centralised task allocation.
  • Risk & Claim Visibility: Dashboards for managers and users provide a consolidated view of claims and risks.
  • Rubber Banding: Automated linking of claims and risks ensured data accuracy and simplified navigation.
  • DMS Integration: Integrated external systems to populate and synchronise data seamlessly.
  • One-Time Data Entry: Enabled a streamlined process where claim data is entered once and automatically flows across systems.
  • Auto-messaging: Automated notifications and bureau response handling for streamlined communication.
  • Document Management: E-messages and task-related documents automatically saved to the DMS.
  • Analytics: Enhanced reporting capabilities for all activities.
  • Integration Excellence: Utilised MuleSoft Anypoint Platform to integrate Salesforce with external platforms like OpenTWINS and the DMS.
  • Claims Dashboards: Custom dashboards provide real-time insights for decision-making.

Implementation Highlights

Futureform worked closely with the client’s team to ensure a seamless implementation. By leveraging Salesforce and MuleSoft, we overcame technical complexities, such as integrating legacy systems with new workflows. The collaboration included training sessions to empower the client’s team to maximise the solution’s potential.

Results and Impact

The solution delivered significant improvements for our client, including:

  • Increased Time Efficiency: Reduced processing time to less than a third of previous levels, streamlining workflows and claim management.
  • Centralised Data: All data is now in one place, providing a comprehensive and consolidated view of Claims, Risks, and activities.
  • Enhanced Reporting: Every activity is tracked and can be easily reported on, improving transparency and decision-making.
  • Reduced Email Traffic: Automated workflows significantly reduced the volume of email traffic, minimising manual handling and communication delays.
  • Automated Claim and Risk Relationships: Claims and Risks are automatically linked, reducing human error and eliminating time spent on manual searches.
  • Broader Client Alignment: The system is fully integrated with the client’s processes, ensuring seamless coordination across departments and teams.
  • Real-Time Analytics: With enhanced analytics capabilities, the client can now monitor claims and performance metrics in real time for greater insights and faster actions.

Customer Experience

The client praised Futureform for its expertise and collaborative approach. The solution not only addressed their operational challenges but also transformed their claims management process, allowing them to focus on delivering exceptional service to their clients.