Discover how On Key EAM transformed the facilities repair process at King Price Insurance, resulting in streamlined operations, enhanced customer experiences and boosted overall performance. This case study highlights the power of technology in revolutionising the insurance landscape. Imagine what it could do for you as you dive into the insurance world.
“With minimal automation, staff efficiency improved by 33% and will improve as King Price defines more process automation.”
– Christine Howden, Manager Community Support –
Key challenges
- Complexity of repair claim validations and processes.
- Required a portal for managing quotations and new policies.
- 70% of claims are for geyser and glass claims, and a solution was required to reduce the time staff use to manage the claims.
- Smooth integration of different systems in support of business processes.
- Required a single platform suitable for various sectors of business to use.
- Capability for a client to directly log claims or requests.
- Capability for external contractors to access and update the system with limited functionality.
- Successful integration with the financial system to ensure an end-to-end autonomous process in support of claims.
- The ability to make informed financial decisions related to Community Schemes.
Our intervention
- Documented business processes that incorporated the automation procedures.
- Adaptation of On Key for the use of managing insurance policies and claims.
- Design, develop and use various applications to manage insurance policies and claims.
- Automation of geyser and glass claims through the use of integration software.
Value add
- Managing agents and brokers have 24/7 access to repair claims and can request quotes for new and existing clients using the Work Portal.
- Automation of:
- validation for a claim, including approval of geyser and glass claims
- auto-assignment of suppliers’ online quoting
- auto-approval of invoices where quotes are already approved.
- An in-depth asset register to specify claims to a component level.
- Dashboards displaying realtime information of claims that are delayed.
- Dashboards that can easily be adjusted based on learnings by King Price teams.
- Traceable workflow of claims through the On Key work order management process.
- Automated notifications using SLA functionality and work order triggers.
- Claimant can register and track progress through a single platform.
- Contractors can manage work execution, quotation and invoicing in a single solution.
Client background
- King Price is a leading short-term Insurance provider in South Africa. They wanted to streamline current business processes to support community schemes and explored replacing their existing system with a system that can be developed and tailored to fill the role of a central hub, be the system of record, and manage the entire process flow.
- King Price was seeking a unique solution that enables a connected community through complete underwriting, claims admin and repair solutions for all their stakeholders. The claims system should minimise human intervention, allowing a smooth and user-friendly experience for a potential client, clients, contractors, agents, brokers, King Price in-house departments, including claims to name but a few.