Steering to Preferred Motor Network Qorus-NTT DATA Innovation in Insurance Awards 2026

Concept and Objectives
The project aims to transform motor claim customer experience by intelligently matching customers involved in car accidents with optimal authorized vehicle repair services. When customers contact the call center or their agent after an accident, they are instantly directed to the most suitable service based on performance, location, and quality metrics even Google reviews.

Reasons Behind the Project
Motor claims processes are often stressful for customers, especially during accident moments. Providing fast, reliable, and high-quality service guidance strengthens the customer’s sense of being supported by their insurance provider. At the same time, inefficient service selection can increase claim costs and negatively impact operational efficiency.

State of Competition
In the market, service referrals are generally manual or based only on proximity. Few players use advanced analytics to evaluate service quality, customer satisfaction potential, and cost optimization simultaneously. Our solution goes beyond location-based matching by introducing performance intelligence.

Sources of Inspiration
The project is inspired by customer-centric digital insurance ecosystems, platform-based service models, and AI-driven recommendation engines used in leading technology industries.

Departments Involved

• Claims Operations

• Customer Experience

• Call Center Operations

• Agency Channel Management

• Data Science and AI Engineering

• Pricing and Cost Control Teams

Main Results So Far

• ~$1.5M annual cost optimization achieved

• 5-point increase in customer NPS

• Improved customer trust during accident moments

• Higher utilization of high-performance authorized services

• Created incentive-based channel behavior through agent bonus design