Insurance platform case study
Assistance management system for an international insurer
For an international insurer, we built an assistance and case management system that connects request intake, service-provider coordination, customer communication and financial settlements. The system reduced assistance request handling time by 30%.
Project at a glance
- Client profile
- International assistance insurance leader
- Region
- Central and Eastern Europe
- Managed process
- Request → partner → delivery → settlement
- Operating scale
- Thousands of claims handled daily
Business context
Challenge
An international leader in the field of assistance insurance, serving millions of customers across Central and Eastern Europe, faced the need to streamline its assistance claim handling processes in various countries. The existing system was inefficient, lacked integration with external partners, and relied heavily on manual settlement processes. Automation was required to improve the speed and quality of customer service.
Delivery response
Solution
We developed an assistance management system tailored to multiple CEE markets. The platform manages each case from call-centre intake through service-provider selection and coordination to customer communication, cost control and financial settlement.
From intake to settlement
System functionality
The platform connected real-time claims handling, partner coordination, customer communication and financial control.
- Real-time handling of assistance claims.
- Financial module for settlements with partners (workshops, tow trucks, medical facilities).
- Geolocation and map integration for quick dispatch of assistance.
- Integration with partner systems (car repair shops, doctors, towing companies).
- Automated SMS and email notifications for customers and service providers.
- Claim history and advanced reporting.
- Cost control module and invoice verification.
- Service provider management app for real-time task handling and settlements.
- B2C portal for customers to submit claims and track their status online.
Platform detail
Technology stack
The platform combined established enterprise technologies, partner APIs and selected Azure migration in later phases.
Reported operational impact
Results
- 30% reduction in assistance claim processing time.
- Automation of financial settlements reduced errors and shortened invoice verification time.
- Improved customer satisfaction through faster and more transparent service.
- Reduced operational costs in accounting and logistics processes.
- Increased call center efficiency with access to integrated tools.
- Implementation of the service provider management app reduced workload in the network management department by 80%.
- Development of the B2C portal relieved traditional contact channels by 40%.
Summary
A key operational platform for multi-market assistance delivery
The platform became a key operational tool supporting thousands of assistance requests every day across multiple markets. If you want to connect case handling, service providers, customer communication and settlements in one process, we can discuss the scope of a similar solution for your organisation.