Claims Management Claims Management

Claims Management

Rapid digital advances are transforming the claims process, demystifying complexities and driving greater visibility across the end-to-end value chain. Next-generation technologies such as automation, artificial intelligence and analytics are increasingly impacting every single touchpoint in the claims journey – expediting the overall process, enhancing decision-making, reducing costs, minimizing risks and improving customer experience.

The COVID-19 crisis has been a dampener for the insurance industry, impacting key aspects of the business. While companies are witnessing a surge in claims, they are also struggling to contain rising costs, optimize workforce productivity and drive customer experience. Moreover, the increase in claims is also resulting in serious challenges around cybersecurity, fraud and compliance. This changed situation calls for a greater focus on building digital maturity and adopting innovative operational models to power resilience and future-readiness.

WNS, while managing 30 million+ claims transactions and USD 13 Billion in claims spend annually, offers end-to-end claims management services – underpinned by digital, global scale, center of excellence models, 4500+ specialists, industry best practices and innovative delivery models – to co-create agility and future-readiness. Our integrated claims management portfolio has been enabling our clients to make their claims processes as seamless as possible, elevating customer experiences. We help clients to automate processes thereby minimizing risks ranging from false claims submissions to staging of accidents and damages. Our analytics practice empowers our insurance clients with a host of solutions and predictive models to guard against risks and take proactive decisions for business growth.

Our clientele includes top insurance carriers and intermediaries in the U.S., U.K., Europe, Australia, Gulf Cooperation Council and Asia. We also partner with companies in the Lloyd’s market as well as (re)insurance companies.


A FTSE 100 multi-line insurer achieves more than GBP 62 Million in fraud savings

WNS partnered with the client to develop a fraud analytics and solicitor profiling model

Related To:
Claims Claims Processing Claims management Insurance Fraud Insurance Analytics

A leading European property insurer saves GBP 3.6 Mn

WNS helped achieve shorter claims processing cycle time and better utilization of adjudication resources

Related To:
Claims Processing Predictive Analytics

A global P&C insurer taps incremental recovery opportunities of USD 15 Mn

WNS’ text mining solution improved recovery rate against market benchmark

Related To:
Claims Claims Processing Claims management Insurance recovery

  1. WNS' Claims Management Services

Property and Casualty Claims Management

Property and Casualty Claims Management

USD 13 Billion Annual claims spend handled - Solutions

USD 13 Billion+
Annual claims spend handled


3500 Claims professionals - Solutions

Claims professionals

We provide end-to-end services across the claims value chain for personal, commercial, specialty and workers’ compensation lines of businesses – beginning with First Notification of Loss (FNOL) to claims triage Straight-through Processing (STP) or expert assessment, claims adjudication, subrogation, financial management and payments.

Here’s a list of the business processes we service:

  • FNOL and claims initiations from omni-channel customer interactions
  • Highly automated and effective triage to STP or expert claims handling
  • Damage assessment — virtual and physical
  • More, improved data to drive fraud identification
  • Adjudication
  • Payments and supplier chain management
  • Subrogation
  • Portfolio management and file closure

Products we service are:

  • Auto insurance
  • Property / Home Owners / Renters
  • Commercial casualty
  • Management and professional liability
  • Surety
  • Excess
  • Fleet
  • Workers’ compensation
  • Marine
  • Reinsurance
  • Strata
Life Claims Management

Life Claims Management

4 Million Annual transactions handled - Solutions

4 Million+
Annual transactions handled


2000 Life insurance specialists - Solutions

Life insurance specialists

Our life offerings are extensive and spread across functions, including new product introduction, specialized new business, underwriting and issue, contract and policy administration, customer support, agency management and claims solutions. They cover multiple product lines such as life insurance, retirement solutions, and annuities and investments.

Following are the business processes we service:

  • New product introduction
  • New business
  • Underwriting and issue
  • Contract and policy administration
  • Billing center
  • Agency management
  • Claims center
  • Customer support

The products we service include:

  • Life insurance
  • Retirement solutions
  • Annuities
  • Investments
  • Life protection and long-term care
WNS Claims 360 Insurance Claims Management

WNS Claims 360

WNS’ Claims 360 is an industry-first suite of solutions designed to transform end-to-end Property & Casualty (P&C) claims management with tried-and-tested insurtech solutions, market intelligence and skilled talent. This integrated ecosystem gives P&C insurers access to WNS’ domain expertise, advanced capabilities of insurtech partners, and strong digital and analytics expertise to co-create tomorrow’s solutions today. From reducing indemnity spend and claims cycle time to improving customer experience and fraud identification, Claims 360 offers a range of benefits.

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The WNS Advantage

  • Domain Expertise: WNS brings more than 17 years of industry experience and a talent pool of highly qualified claims handlers who cater to various lines of business within the end-to-end claims management cycle. We have extensive experience in working on leading industry platforms such as Guidewire, Duck Creek, Sapiens, Pega, Insurity and Exceed. Clients benefit from our in-depth knowledge of regulatory requirements and business nuances across multiple geographies. Our operations and quality teams are well complemented by Lean Six Sigma experts driving process improvements.
  • Embedded Analytics: Through our data ingestion expertise and our embedded analytics capability framework, we offer a suite of solutions which can not only reduce the claims expense but also help reduce indemnity spend. The improved customer experience and Customer Satisfaction (CSAT) scores prove that our models are effective in quick claims settlement. Our claims services include life cycle management, reserving and case estimate accuracy, claims subrogated recoveries, supply chain optimization, best offer, litigation behavior, fraud propensity, CAT / event loss modeling and single touch claims.
  • Technology Enablement: We offer an array of solutions that are underpinned with our technology expertise. Our claims management solutions are bolstered by technologies such as BaseNet, FleetNet, InsureNet, RepairNet and MotorGuard. We have assisted clients to automate and digitize solutions while developing mobile applications to simplify their processes and enhance customer experience.
  • Claims Center of Excellence: We have established a Claims Center of Excellence (CoE) where we imbibe best practices across the globe and use our value creation framework to offer customized solutions for clients’ business problems. We use our process maturity models to benchmark and create a transformation roadmap for our clients.
  • Claims Transformation Solutions: We collaborate with our clients to simplify their business processes and implement an array of digital solutions, helping them drive future-readiness.
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Awards & Recognitions


A ‘Leader’ and ‘Star Performer’ in Everest Group’s 2020 PEAK Matrix® for Property & Casualty (P&C) Insurance BPO



This allows Aviva to continue our working relationship with a provider that truly understands the insurance industry and has a tireless commitment to process excellence and customer care, making WNS our partner of choice.

Cathryn Riley, Chief Operating Officer, Norwich Union Life, Chairman, Aviva Global Services