Claims Excellence Awards finalist 2021 Q&A: Claims Consortium Group’s Synergy software halves claims times

Here we feature Claims Consortium Group’s entry into the Claims Service Solution of the Year – Claims Management Company category. 

Claims Consortium Group (CCG) entered its Synergy worksflow software into this category, to see more fantastic Q&As from finalists, click here

What key achievement did your entry highlight?

A business transformation initiative moving from traditional insurance claims handling, towards an agile technology-based solution using our specialist workflow software Synergy. With this new model, the customer journey was streamlined allowing us to deliver a radically improved, more efficient, and cost-effective service for our customers and clients.

Using Synergy, we have created a single source of all information for every claim. This has resulted in improved customer service and a Trustpilot rating of 4.2*, claim lifecycles being halved from 11.9 days to 5 days on average and final reserve costs also being dramatically reduced.

Can you share data or testimonials to back up your bid to win?

“I am very impressed with the efficiency of the service received. The surveyor was very prompt in attending and explained everything clearly. Although the whole damage was not covered, I was very happy with how this was handled.” 

“Thanks to everyone at CCG for the opportunity of working on the new initiative. Communication has been great, always quick and constructive in response to my many questions, and the quality of training has been outstanding, I’ve found the functionality of the process has been very smooth.” - Paul Eltringham, surveyor

What sets your firm apart from the other shortlisted contenders?

Our new model harnesses technology for process improvement in claims management. It empowers surveyors to make decisions via a matrix of policy information, meaning technical experts are more responsible for settlement decisions, delivering improved cost control, reduced leakage and a quicker response time to customers.

All aspects of the process are operated and controlled through Synergy, with a single point of contact for the customer and fewer manual steps so claims handlers have more capacity to service additional claims volumes and vulnerable customers.

How will you celebrate if you are the victor?

Unfortunately, we won’t be celebrating in person, but we will be raising a virtual glass of champagne to celebrate our team and their accomplishments. Hopefully next year, we’ll all be back to celebrating together at the awards ceremony!