The Client:
One of the largest and fastest-growing commercial insurance agencies in the USA.
Scope of Work
Complete support with:
- Policy issuance
- Endorsements processing
- Claims management
- Renewals management
Client Requirement
The client was looking for a robust, scalable, and cost-effective back-office partner firm, which could drive a comprehensive repository for its complete range of services from setting up the insured to related policy management services covering the issuance of policies, processing of endorsements, claims, and renewals management.
Cogneesol’s Optimization Solution
Taking a structured approach to setting up the client’s policy services operations, we studied the entire lifecycle of new and renewal account creation vis-à-vis a complete analysis of coverage.
- A one-pager summary document was introduced for every customer account to capture key policy details. This saved going back to 100+ pages of policy documents for information required for account set-up and also minimized errors.
- A one-pager summary document was introduced for every customer account to capture key policy details. This saved going back to 100+ pages of policy documents for information required for account set-up and also minimized errors.
Within a year of operations, we were doing almost 50% more business. That was incredible! The team put us on the strong ground right from the very start; we simply took off from there!
Impact Delivered
Setting up Offshore End-to-end Policy Management Services with 99.95% Service Quality and Accuracy and Delivering 42% Productivity Increase.
Our steady and structured approach to setting up the policy management services reduced account creation time and brought in high productivity and efficiencies, and drove agility to the operations:
- Productivity increased by 50%
- Service quality and accuracy touched 99.95% for even the most stringent and quality-sensitive tasks called ‘bound business’
- The capacity increase led to overall cost reduction by enabling existing onshore resources to drive more business. The customer base grew from 3500 accounts to 5000 plus within one fiscal
Client Testimonials
It is always a pleasure to learn that the work we do has positively impacted our clients and that they are happy to share their experiences.
Our customer service statistics have improved drastically from the time Cogneesol took over the complete policy management function of our agency. There are no more delays and unnecessary time lags. Customers get their documents and policy processed within agreed timelines without any hassle. This has given us a tremendous goodwill.
Cogneesol brought in huge savings by streamlining our policy management function and driving productivity. We are now using the example set in other functions as well. As a leaner and lighter organization, we have become nimble-footed and now have the freedom to expand our business and product lines. Cogneesol, Thank You!
Policy management process would devour our quality time. We needed a good service provider who not only understood the insurance domain but also had the resources to help a growing business. Cogneesol turned out to be the perfect partner – they handle our end-to-end policy operations, give us performance reports every month end and have given us the bandwidth to take on strategy matters.
The team that has been handling our policy management services are experts at U.S insurance regulations and statutory requirements. Their DD and transition timelines are short. This helped us in quick onboarding and swift application of transformative solutions in required areas. The team brought us increased productivity within a very short period.
Cogneesol has been our insurance back-office solution partner for over a decade. They handle numerous processes including that of commission management. Our growth into new markets can be categorically attributed to Cogneesol’s support with the key functions. Thanks to their efficient and effective handling, we have a strong foundation!
