Claims processing outsourcing

Outsourcing Insurance Claims Processing: Benefits, Challenges, and Best Practices

Winn Group is a best-in-class provider of FNOL services for our broker and insurer partners.

Delivering a service founded on outstanding customer care, and a fast and effective response in the aftermath of a road traffic accident, our multi-discipline teams are standing by to assist your policyholders day and night.

An Introduction to outsourcing insurance claims processing

Outsourcing insurance claims processing is one of the most common insurance functions to be outsourced in the industry.

Many insurers benefit from relying on specialist claims processing providers that can relieve the pressure on their service with a white-labelled provision driven by experienced experts.

Amid potential cost savings and the utilisation of services that can scale up and down, thanks to their agility in relation to work volumes and technological infrastructure designed specifically for the process, insurers can garner tangible benefits from outsourcing in comparison to keeping it in-house.

What is claims processing outsourcing?

Claims processing outsourcing allows brokers and insurance providers to offer a claims service to their policyholders, without the need for in-house teams and the related technical and logistical infrastructure that goes with it.

Often a white-labelled service, a third-party claims management expert will deliver the services associated with claims processing:

First Notification of Loss
Claims triage and initial assessment of circumstances
Assessment of liability
Co-ordinating a number of external partners in relation to repairs, recovery, and storage of a damaged vehicle
Compliance with relevant regulations as bound by law
Reaching a satisfactory outcome for the benefit of the broker/insurer’s policyholder.

Key stages of the claims lifecycle that can be outsourced

There are important stages of the claims lifecycle that can be outsourced to a diligent, effective, and efficient claims management company.

The initial point of contact service can be effectively outsourced, for example, with that important part of the process – data capture, evidence gathering and registering – delivered by professionals in the field, who should have experience in this part of a claim.

The reporting a claim, the negotiation phase, and the concluding settlement aspect can all be outsourced without fear of a drop in standards and compliance.

These are just a few examples of how insurers can utilise a third-party claims processing outsourcing partner to enhance their service.

Benefits for insurers and policyholders

There are many tangible benefits for insurers and policyholders when engaging the services of an insurance claims management company.

An insurance claims management company will have specialist, well-rehearsed workflows that have been honed through years of experience and learning, reinforced by robust technological input that ensures the claims process is delivered to a high standard.

That in turn will allow the policyholder to access outstanding customer care, safe in the knowledge that their claim is being handled by experts in their field whose aim is to facilitate a smooth, seamless customer claims journey.

This deep-dive approach results in faster turnaround times and reduced claims costs as a result.

By conducting claims processing outsourcing, the insurer is then able to focus on different elements of its operation thanks to this reliance on a company that specialises in the claims process.

By working collaboratively, the insurer is able to offer the best possible customer care to policyholders, who simply wish to return to a degree of normality as quickly as possible after an accident.

"We were really impressed by the results of Winn Group’s 24/7/365 FNOL solution and the high client care standards maintained.

Using the 24-hour working operation to enhance their service offering, Winns is a market-leading accident management company offering a market-leading service."

Insurance provider

"Winns way of handling claims under one roof offers a seamless customer journey, which is invaluable to our policy holders, with customers particularly impressed by the attentive nature of staff and their ability to take the stress out of a difficult time in the aftermath of an accident."

Insurance provider

“We’ve worked with Winns for in over 15 years and found their customer care standards and delivery of service levels to be excellent, consistently delivering for our customers.

Their customer facing teams work quickly and hard for our customers; they’re a benchmark for the rest of the sector."

Insurance provider

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Common challenges and how to overcome them

When utilising the services of a third-party provider, there are some common challenges that good partnerships not only identify but will proactively confront to ensure a smooth process for the policyholder.

Choosing the right partner for outsourcing is, first and foremost, at the top of most lists. To achieve this, a company should do their due diligence, research the potential candidates and see what experiences customers have had, both past and present, by scanning review sites relevant to them, such as Trustpilot and Google Reviews. A rich source of feedback, the general picture of their customer care becomes much clearer when told through the lens of a customer experience.

When outsourcing the claims process, there’s the potential for a loss of oversight and control, leading to a possible lull in customer care standards and subsequent customer satisfaction.

Understandably, insurers will seek to avoid this as much as they can. By having regular two-way communication with the claims processing company that they’re in partnership with, this encourages the sharing of real-time service performance data, allowing the insurer to stay fully in control and ensure standards are monitored and proactively promoted throughout.

Teething problems may occur at the beginning of any partnership as two companies, with contrasting business processes, seek to integrate with one another.

Getting the insurer’s technical team working alongside the IT and development teams of the claims outsourcing partner will foster a greater working relationship, ensuring a smoother blend of the two systems for the benefit of the policyholder.

How to choose a claims outsourcing partner

As touched upon earlier in the article, finding the best possible partner for claims outsourcing is an important part of the process before it is delivered to the policyholder.

A great partnership can deliver outstanding, efficient, and effective customer service when the customer needs it most.

A poor partnership leaves the policyholder feeling devalued, let down when they need their provider most, and with a distinctly poorer customer sentiment as a result.

The best claims outsourcing partners will have a reputation founded on excellent customer feedback. Consistent, large in volume, and filled with glowing endorsements of the service and staff, a good choice for a partner will rely on these to demonstrate their service effectiveness.

Due diligence should reveal the scale and flexibility of the proposed partner’s service offering, and their ability to scale up and down to suit predicted workflows.

Choose Winn Group - An outstanding outsourcing partner

Winn Group is proud to be one of the leading claims outsourcing partners in the UK. Based on decades of experience, expansion, and technological advancement, solely focused on making the process as easy to navigate as possible for policyholders, Winn Group continues to set the standard for the industry.

Backed by over 17,000 Trustpilot reviews rating us as 4.8 out of 5 stars, we’ve delivered consistently and effectively for our customers.

Our specialist teams are collaborative in their pursuit of excellence and dedicated in their desire to achieve the best possible outcome for our customers.

We’re standing by to help yourpolicyholders with our market-leading white labelled service.

Business Development Team