CustomerU: Human-Driven Claims Excellence Augmented by AI Qorus-NTT DATA Innovation in Insurance Awards 2025

CustomerU is an innovative, dual-focused initiative designed to elevate 1) customer service within our contact centers and 2) claims processing decision-making and speed. By instilling a culture of ownership and responsibility, we empower our employees to deliver exceptional customer experiences.

The impetus for CustomerU stems from our commitment to a customer-first philosophy. By ensuring swift problem resolution and streamlined claims processing, we aim to exceed customer expectations and set new benchmarks in satisfaction.

In a competitive landscape where customer-centricity is paramount, CustomerU distinguishes itself through its holistic approach—melding comprehensive training, leadership development, and advanced AI technological support to optimize processes and boost efficiency. This program has permeated various operational areas, impacting frontline staff, back-office training, fraud investigation, complaint handling, quality assurance, technology, and data analytics teams.

CustomerU is inspired by industry-leading practices and invaluable customer insights, driving us to redefine standards in customer service and claims handling, and to pioneer innovative solutions. For the Contact Center, the primary objective is to swiftly understand and resolve customer needs on their first contact. We are transforming our training and quality assurance processes to bolster frontline employees, emphasizing critical listening, root cause analysis, empathy, problem-solving, and proactive engagement. CustomerU in our Contact Centers is not just another training – it’s a cultural shift where supervisors focus on using data and retrospectives to build and maintain a continuous improvement mindset within their teams where all frontline associates are empowered owners of the customer experience and customer outcomes.

Customer U leverages automation to accelerate claims processing while maintaining a strong human touch. By integrating advanced automated systems through AI technology, we streamline routine tasks, allowing our claims examiners to focus on complex decision-making and personalized customer interactions. Automation handles data entry, document verification, and initial assessments, significantly reducing processing times and enhancing accuracy.

Simultaneously, we invest in our people by providing continuous training and development opportunities. Our claims examiners work alongside automated tools, using their expertise to oversee and refine processes, ensuring that each claim is handled with care and precision. This synergy between technology and human insight not only speeds up claims processing but also enhances the overall customer experience, as our team remains committed to delivering personalized and empathetic service.