Streamlined claims processing

Insurance giant QBE has transformed the experience of its customers by using MuleSoft to channel
information between its Claims Team and one of its key insurance partners.

How we made it work

Siloed systems of the two partners meant there was no “single version of the truth” for customer claims; providing a seamless user experience was both timely and costly with significant amounts of re-keying and manual entry
required to align systems.

“Infomentum adapted quickly not just to QBE’s delivery approach but also to what was a complex delivery for us. Their input has been invaluable, and their technical skills and ability to deliver against a tight timetable was key.”
                      - Jack Walker, Claims Change Portfolio Manager

Infomentum approached the API-led architecture focusing on the principle of API reuse. This would allow QBE to integrate with other external commercial partners at a fast pace and at a fraction of the cost. A considerable bonus was that the solution has also created the foundations for offering alternative self-service capabilities for QBE customers in the future.

MuleSoft was identified as the only solution that offers a single, unified platform to manage the full end-to-end integration and API lifecycle.

Momentum gained

The end result? Since the programme’s launch, QBE has realised a dramatic improvement in the accuracy of data in their internal systems. The customers and brokers’ experience has been fundamentally transformed. By providing quick and accurate updates to customers, claims handlers can now operate much more effectively. QBE’s operational staff no longer need to re-key information into their internal systems and can now focus on other business-critical activities.

Key deliverables achieved

• Automation of the process of triaging and allocating claims in QBE systems and access to richer data has reduced the response time by up to 24 hours, thus improving customer experience

• Access to accurate real-time data about claims has significantly enhanced customer service

• No manual re-keying in the FMG and QBE information exchange allows Claims Adjusters to focus on the claims handling and serving customers

• The end-to-end delivery of a claim from FMG’s systems into QBE’s has been reduced to under 60 seconds in most instances

• A reusable set of components that have paved the way for integration with more key commercial partners.