Client Profile & Challenge The client, an international insurance group with a powerful brand that is consistently ranked as an outstanding insurance claims service provider, wanted to deliver fair but consistent customer journeys. It was important that filing claims would be easy and stress-free for end users, and fast for insurance group personnel. To stay competitive in an ever-changing marketplace, the client needed to differentiate and provide a best-in-class customer experience, especially considering how important a streamlined claims process is for staying ahead of competitors. The group planned to achieve these goals by digitizing its claims logic and decision-making, both for the internal policy administration system and online. The group sought to put control of the

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