Royal & SunAlliance (R&SA) is expected to complete its claims transformation programme by the end of the year, its director of claims has said.
The insurer is currently undergoing a programme of integrating 16 legacy systems into one main 'claims components' system, developed with Accenture.
R&SA UK claims director Rod Kitchen told Insurance Times that the transformation would be complete by the end of July, with migration of files onto the new platform finishing after that.
"We are on target to be fundamentally complete by the end of the year," he said.
Kitchen said the new system would allow the insurer to "capture all claims data upfront" and enable the right claims handler to deal with each claim. This would speed up access to rehabilitation.
It is also expected that the system will reduce the number of times brokers and customers will have to call or be called by R&SA in the history of one claim, and will reduce settlement times.
Kitchen said the latter would be a key focus. "My target is to beat claims inflation, but I also want to deliver better customer service."
