By transitioning away from outsourced suppliers, Zego aims to revolutionise its customer service function and use automation to drive towards efficiency and profitability – as well as to elevate the quality of its data.
Zego is a commercial motor insurance provider that offers opportunities for businesses, from entire fleets of vehicles to self-employed drivers and riders. It also combines cutting-edge technology with sophisticated data sources to offer insurance products that save businesses time and money.
Zego handles claims processing in-house to improve customer servicing
Through the deployment of Zego’s new integrated case management system, the insurtech has successfully brought claims processing fully in-house, leading to substantial improvements in customer service and operational performance. The new system serves as a powerful enabler – facilitating seamless and streamlined processes that greatly enhance its customer experience.
Within less than 12 months, Zego has built a team of 40 dedicated claims professionals to support its in-house claims management operations. This team has played a pivotal role in driving the company’s recent success, unlocking Zego’s ability to now automate up to 10% of claims end-to-end.
Zego’s implementation of its new team and new system has enabled the company to significantly enhance their capability and efficiency. This in turn is enabling Zego to go above and beyond in delivering outstanding service to customers. By prioritising the customer experience, Zego aims to establish itself as an insurer leading in customer-centricity.
CEO of Zego, Sten Saar, (pictured) said: “We are very excited to announce our transition to in-house claims handling. This development has already allowed us to deliver improved customer service, achieve higher levels of automation and efficiency, and ensure the highest standards of data quality. “
“The recent progress we have made in claims management is already translating into improved commercial outcomes. By optimising customer service, driving automation, and embracing valuable customer feedback too, we at Zego are aiming to set new benchmarks for excellence in the industry.”
