Insurance Industry Synopses
| Improved Insurance Claims Call Center Operations |  |
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Problem: Customer service levels were not being met and management wanted to determine what options were available to improve the service level without adding staff. |
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Tools used: Process mapping, brainstorming, data collection and analysis, queuing analysis, simulation, scheduling, cluster analysis, training. |
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Results: Call abandonment rate reduced by 25% and average length of hold queue reduced by 70% with the use of the "express line" concept versus staffing additions. Areas of focus for process improvements were also identified. |
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Upgraded Claims Estimation Center Operations | |
Problem: Claims estimating process were taking relatively longer time at some Estimation Centers. Management wanted to determine the optimum level of the resources required, balance work across all the resources, and re-engineer and standardize the estimation process. |
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Tools used: Value stream mapping, lean systems techniques, time studies, data collection and analysis, data fitting, queuing analysis, layout optimization, scheduling, business re-engineering. |
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Results: Re-engineered process resulted in 30% reduction of total time for claims processing, which increased customer satisfaction, reduced inventory levels, and resulted in savings in customer reimbursements for rental car expenses. |
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Contact PMC to receive synopses of other process improvement successes, including:
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