Qorus Banking Innovation Awards 2014 - Winner

100% digital claims handling, STP & no hands involved

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Logo of InShared

<p>InShared is the first and only 100% internet insurance company which, besides transparency and simplicity, guarantees...

26/08/2014 Banking Innovation


First fully online insurer now also digitalises the moment of truth: 100% digital claims

Innovation presentation

As the first fully online insurer, InShared has also now introduced a 100% digital claims handling process. From online claiming and assessment to acceptance, repair and payment, no manual intervention is required. This automated process is mainly appropriate for car claims, as 70% of these claims are simple and are determined by strict business rules.

InShared’s online claims process takes away the hassle of having to fill out an endless number of questions on a claims form. With mobile scroll forms, InShared asks only necessary questions that are required to determine whether a customer is covered or not covered for a claim, as well as possible consequences. Based on that, the client can decide whether or not to make the claim.

InShared offers a full range of non-life insurance products and provides its customers with the best possible service. For example, when making a car claim, the client gets direct access to the repair shop agenda, can make an appointment themselves and, on arrival, they get all the information they need and a replacement car will be ready for them.

During the claims settlement process, the client can log into their personal policy map and track the whole process. This keeps queries from customers down as they can see exactly what’s going on – traditionally this is when clients contact the insurance company the most. In essence, fewer questions leads to reduced costs, but, more importantly, higher customer satisfaction.

Uniqueness of the project

InShared has a unique business model. It’s 100% digital, open source and its platform is central to its organisation. The result is improved customer satisfaction and reduced operating costs.

InShared designed its automatic claims handling process to be easy, straightforward and transparent. As soon the company launched it, clients began using the service straight away, proving that they were entirely happy going digital.

While making a claim online is not unique, the straight through processing is. Customers get instant feedback, are immediately connected with the repair shop and can track the entire process themselves.

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