Streamlining Operations
Publish date: 01/02/2025
Streamlining operations and business processes to maximise efficiency, achieve growth, and meet strategic objectives
Rapid advances in automation and artificial intelligence are reshaping the world around us, weaving their way into our lives and our businesses where they change processes, eliminate tasks and mimic our human consciousness.
In the insurance world, these powerful new technologies have changed consumer behaviour and purchasing decisions, handing deeper levels of power to customers, who now come armed with a greater depth of knowledge, information and plenty of choice. They’ve come to expect customisation, responsiveness, convenience and engagement from their insurer, and we’re all playing our part in shaping this new customer-centric landscape.
Here at FMG we have invested heavily in developing carefully planned digital innovations that embrace emerging technologies, self-serve solutions, robotics and analytics to create the endgame of customer choice. Behind the scenes they are driving cost efficiencies, performance gains and providing greater insight and transparency around the progress of claims and claims data.
Where they really create an advantage, however, is the way they bring customer centricity to life, making the claims management process as simple as possible for policyholders. These digital solutions present customers with a choice in how they interact with us at any stage of their claim, with the option of a fully digital experience or to speak to a real person.
Report claims online
Policyholders can report motor claims anytime, anywhere, from any device using FMG ENOL, our self-serve mobile platform that makes reporting a claim easier and faster than ever. Every claim is accurately triaged and expertly-streamlined workflows triggered accordingly, regardless of electronic or traditional telephone notification.
Keeping policyholders informed
Enabling policyholders to track progress at every step of the repair process is now even easier too. FMG Connect, our self-serve app gives policyholders access to our efficient claims management services, with the options to add details to their claim, schedule their own vehicle repair, arrange a hire vehicle and monitor the progress of their vehicle repair.
Customer connectivity
By integrating directly into insurer’s and third party management systems, we’ve increased the speed, accuracy and efficiency of claims notification, repair allocation, management of hire vehicles and data sharing. Better still, these integrations reduce exposure, operating costs and cost leakage. The mutual result is a more seamless customer journey.
Intelligent robotics
Intelligent robotics has automated repetitive processes within our claims management system, increasing productivity, lean efficiency and accuracy. These automations allow for higher quality customer interactions by reallocating claims experts to areas where they can genuinely add value, like empathising, asking policyholders the right questions and negotiating on their behalf. The result is a positive effect on colleague engagement and retention.
New tech trends are reshaping the insurance industry and transforming the way we interact with policyholders, and we’ll continue to carefully strike the right balance between streamlining operations behind the scenes to create a simpler, smoother, seamless customer experience.