Insurance Times Awards 2024: Homeprotect streamlines claims process, benefits from resulting cost savings

1. Why did you put yourselves forward for the Excellence in Claims Technology – Insurer category?

We put Homeprotect forward for this award because we felt that the digital claims journey we built was a great example of how you can improve efficiency and streamline processes within your business.

We also felt it helps with creating a more seamless customer experience that improves the overall experience customers have with us – so a win-win for both our business and our customers.

2. What do you think makes your entry stand out and why should you win the award?

This is just one initiative that forms part of a broader transformation programme to create a market-leading customer experience.

Our Digital Claims Journey product is a great example of how we’ve streamlined the claims process for customers, increased the likelihood of successful claims and empowered our customers to decide whether or not to submit a full claim, based on personalised information provided in the Digital Claims Journey environment.

We’ve seen NPS increase dramatically since its deployment and made large cost savings in other areas of the business – just one way we’re using smart tech to automate processes and facilitate intelligent decisioning.

3. What would winning this award mean to you and your firm?

We’d be delighted to win and it would be a great way to recognise and celebrate the hard work that went on behind the scenes from the brilliant, cross-functional team that bought our new Digital Claims Journey to life.

We’d also see it as broader acknowledgement of the importance of using the latest tech to develop solutions across the industry that make things better for our customers – whether that’s through an improvement in accessibility or customer experience.