The insurance industry is undergoing a major transformation partly due to disruptions brought in by new technology, changing customer behavior and demographics, and new distribution models. Other factors such as increasing competition from within the industry and new entrants from outside are also contributing to this shift. In addition, insurers are grappling with economic uncertainty, low interest rates, global climate catastrophes and rigid local and global regulations.

Insurance companies will have to reduce cost structures, embed big data analytics and technology for better customer insights and improved business outcomes. They will have to simplify processes and provide digital solutions to customers. This is especially true for claims. Effective claims handling is imperative to maintain healthy operating and loss ratios. A good claims experience is also the key to improve customer retention and safeguard a company’s brand proposition. Hence, insurers need reliable partners who have rich experience in offering claims solutions.

WNS has built an integrated claims management portfolio through its global engagements and industry best practices. Our comprehensive claims solution enables our clients to address their existing and future business problems.

WNS’ solution enabled the client to automatically match claim parameters against the rule library
WNS’ solution ensured optimum utilization of resources for the client
WNS’ solution assisted the client to achieve significant efficiency gains without major system/IT upgrade

The WNS Advantage

Property and Casualty Claims Management

We provide end-to-end services across the claims value chain for personal and commercial lines of businesses including specialty lines. From First Notification of Loss (FNOL) to assessment, claims adjudication, subrogation, reserve management and payments, we manage an annual claims spend of more than USD 2 Billion. Our clients include top insurance carriers and intermediaries in the U.S., U.K., Europe, Australasia, Gulf Cooperation Council (GCC) and Asia regions, players in the Lloyd’s market as well as reinsurance companies.

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

  • FNOL and Claims Setup from all customer interaction channels
  • Fraud Identification and Investigation
  • Assessment — Physical and Desktop
  • Adjudication
  • Subrogation
  • Third Party Capture and Settlement
  • Payments and Supplier Chain Management
  • Portfolio Management and File Closure

Products we service are:

  • Motor Insurance
  • Home Insurance — Building and Content
  • Commercial Fleet
  • Commercial Property
  • Workers Compensation
  • Compulsory Third Party/Bodily Injury
  • Marine
  • Engineering
  • Liability
  • Strata

Life Claims Management

Our life offerings is extensive and spreads across functions including specialized new business, underwriting and issue, contract and policy administration, customer support, agency management and claims solutions. It covers multiple product lines such as Life Insurance, Retirement Solutions, Annuities and Investments. We service over 20 Million transactions and handle more than 2 Million customer transactions with over 2.5 Million calls through the end-to-end value chain.

We process over USD 6.8 Billion worth of business annually across various clients and geographies. Our clients include top insurance carriers and intermediaries in the U.S., U.K., Europe, Australia, GCC and Asia regions, players in the Lloyd’s market as well as reinsurance companies.

Following are the business processes we service:

  • 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 Protections and Long Term Care

Transformation Model

At WNS, we understand the industry challenges and partner with clients in their transformation journey by deploying our ‘value creation framework’ to address specific business problems.

Domain Expertise

We have a pool of 1800+ highly qualified employees in claims operations who cater to various lines of business within the claims management cycle. Our in-depth knowledge of regulatory requirements and business nuances across multiple geographies, coupled with our experience in working on leading industry platforms such as Guidewire and Exceed, has been key to our exceptional service standards. Domain University, our e-learning platform for knowledge sharing, has enabled WNS to build a world-class learning organization. Our operations’ teams are complemented by Lean-Six Sigma experts who use industry-leading practices to drive process improvements.

Claims Center of Excellence

We have established a Claims Center of Excellence 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.

Embedded Analytics

Through our embedded analytics framework, we offer a suite of solutions which can help reduce the indemnity spend, improve customer experience and provide models for quick claims settlement. Our services include:

  • Claims Life Cycle Management
  • Claims Reserving and Case Estimate Accuracy
  • Claims Subrogated Recoveries
  • Claims Supply Chain Optimization
  • Claims Best Offer
  • Claims Litigation Behavior
  • Claims Fraud Propensity
  • Cat/Event Loss Modeling
  • Single Touch Claims

Technology Enablement

We have an array of solutions that are underpinned with our technology expertise. Some of the technology rooted in our claims management solutions include BaseNet, FleetNet, InsureNet, RepairNet and MotorGuard. We have assisted clients to automate and digitize solutions while also developing mobile applications to simplify their processes. We have the capability to integrate multiple channels in the ecosystem and provide superior services to our clients.

"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

Positioned in the 'Winner's Circle' of the HfS Blueprint Insurance Report 2015
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