The Challenge
Delivering Best-In-Class CX While Maximizing Digitization
One of the largest online marketplaces for homestays and experiences across leisure and corporate segments worldwide, this company is driven by a laser focus on creating a user-friendly platform to provide an exceptional and intuitive experience.
They rapidly expanded to over 220 countries – with a particular focus on emerging markets like China and India to tap into new sources of demand and diversify revenue streams.
However, the organization's core is not the insurance domain, and they struggled with expertise covering claims, particularly with the fast-moving global regulatory and compliance environment around Property Damage Liability claims.
At the same time, they were looking for a solution that would enable an enhanced customer experience and drive efficiencies to reduce indemnity spend and deliver measurable business outcomes.
They needed a partner with the experience and market-leading tools and technology to deliver on both fronts, and build future scalability through the holistic transformation of their claims operating model.
The Outcome
Seamless Straight Through Processing for Transformative Outcomes
Harnessing our advanced platforms and products to modernize claims processing, Sutherland is implementing a market-leading digital Straight Through Processing (STP) solution.
Our cognitive automation platforms, Generative AI, Analytics, and a leading Insurtech partner solution help to accelerate the processing of incoming claims and enable instant settlement in a centralized portal. Data and analytics enable digital identification, the prioritization of customer vulnerabilities, and missed recovery, while Sutherland Data and Analytics predictive modeling supports fraud identification and subrogated recovery.
Our AI-powered data extraction platform, Sutherland Extract, and enterprise hyperautomation platform, Sutherland Robility™, further optimize non-STP transactions and activities, streamlining operations and processes for the client.
Bringing it all together are over 500 FTEs that are technically qualified with diverse claims experience performing end-to-end damage protection and liability claims, covering:
- Intake and review
- Loss assessment/evaluation
- Vendor identification
- Claims reimbursement
- Settlement
- Adjustment
- Dispute resolution
The combination of hyperautomation and human-in-the-loop enhance STP exception handling and management, automate recovery and claim closure once concluded, deliver a work guide on next best activities, and more.
With a pioneering new solution tailored to fit their unique DNA, the client can unlock digital performance to transform their claims operating model end-to-end.
"With a reputation for a seamless user experience, our client knew they couldn’t risk damaging that with a lack of expertise around claims. Our solution to reinvent the claims operating model and processes, leveraging AI, automation, and advanced analytics to create efficiencies, enhances the experience, and builds future scalability.”
