Improved Customer satisfaction for Liberty Insurance
INDUSTRY
Insurance
LOCATION
India
CHALLENGES
Paper based forms and applications causing increased turnaround time facing errors and inconsistencies in data along with storage of huge papers resulting in increased cost.
SOLUTION
Authorities from several departments of the company were able to approve requests digitally and track the real-time status of the application forms by using emSigner AI-enabled automation process.
BENEFITS
- The digitization of the paper-based processes helped in improving customer satisfaction by reducing the turnaround time by about 40%.
- The inconsistencies in verification and approval of forms & applications based on customer data post submission were also eliminated.
Case summary
Liberty General Insurance Limited is a private general insurance company headquartered in Mumbai, India. The company is a joint venture among US property casualty insurer Liberty Mutual Insurance Group and Indian private investment fund Enam Securities, and Indian industrial conglomerate DP Jindal Group. The company has branches in 23+ states in India and serves thousands of customers.
Back-office processing of paper based customer forms and applications were causing increased turnaround time to customer, effecting the team’s productivity and mountains of paper on their desks. These forms and applications were coming in from customers who physically transacted by visiting their offices across the country and authorities often faced errors and inconsistencies while gathering and processing customer data. The storage and archival of papers was also a cumbersome task adding to cost. During this time, company experts foresaw huge demand for internet and mobile-based transactions and expected most of the customers and clients to prefer a completely paperless and convenient online environment.
Why Liberty General Insurance chose emSigner
Liberty General Insurance therefore wanted to leverage Digital Signatures (using both transaction and crypto based token) to allow customers and approving authorities to initiate, sign and approve documents as part of a predefined workflow. After getting in touch with our experts, authorities at Liberty General Insurance found the solution to their existing challenges in emSigner- AI-enabled document processing automation platform. Leveraging the capabilities of emSigner, authorities from several departments of the company were able to approve requests digitally and track the real-time status of the application forms.
The digitization of the paper-based processes also helped in improving customer satisfaction by reducing the turnaround time by about 40%.