Zego transforms claims management with in-house team

Leading commercial motor insurer, Zego, has announced a significant advancement in its claims handling capability, with both the growth of its in-house team and its implementation of an innovative in-house case management system. By transitioning away from outsourced suppliers, Zego aims to revolutionize its customer service function and use automation to drive towards efficiency and profitability – as well as to elevate the quality of its data.

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, 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 optimizing customer service, driving automation, and embracing valuable customer feedback too, we at Zego are aiming to set new benchmarks for excellence in the industry.”