Solution in a Box Qorus-NTT DATA Innovation in Insurance Awards 2025

Concept: In the rapidly evolving insurance landscape, QBE Asia stands out as a gamechanger across the Asian market. Unlike other insurers struggling with fragmented systems and manual processes, we have developed this proprietary, unified platform across QBE’s Asian markets that integrates advanced internal capabilities end-to-end, setting a new benchmark for efficiency and customer satisfaction.

“Solution in a BoX” is a packaged solution designed to streamline and enhance the end-to-end claims journey for both our customers and claims handlers, revolutionising the way we serve our customers

It brings together a suite of innovative tools, technologies, and processes all with the aim of alleviating the pain points that our customers and handlers experience, thus delivering an efficient, transparent, and customer-centric claims experience.

Objectives: 1. Enrich the customer experience by making the claims experience more intuitive for our customers 2. Drive claims efficiency and accuracy by enabling claims handlers to improve their efficiency and accuracy with the right tools, while automating simple claims 3. Deliver quicker coverage analysis, loss assessment and settlement by assisting claims executives digitally 4. Combat fraud and improve Recovery identifications improving loss experiences.

Reasons behind: 1. Addressing customer pain points – Lengthy processes and claims forms, unclear communication, and delays in settlements. 2. Tackling challenges faced by Claims executives – Manual workflows, lack of automation, difficulty in prioritising cases which lead to inefficiencies and high workloads

State of the Competition:

Sources of inspiration: Based on experience, unlike other insurers that focus solely on initiatives targeted at profitability, QBE Asia emphasises quality of service and operational efficiency. Our aspiration is to be the primary reason customers choose and stay with QBE, and to lead the market in claims experience.

Departments involved: 1. Claims team 2. Technology and Digital team 3. Customer experience team 4. Regulatory and Compliance Team 5. Underwriting and Distribution team