Challenge:

Sompo International, a global specialty provider of commercial P&C insurance and reinsurance, faced significant challenges in modernizing their claims processes. The company, formed through the merger of Endurance, Sompo America, and SJNK Europe, required an efficient, user-friendly portal to replace outdated phone and email-based claims processes. Key challenges included:

• Outdated Claims Processes: Relied heavily on phone calls and emails, causing inefficiencies.
• Lack of Progress: Two previous false starts with consultants resulted in little advancement over a year.
• Tight Timelines: Pressure to deliver due to shortened timelines and the need for a foundational platform.
• Corporate Merger: Additional brand migration considerations complicated the project.

Solution 1: Customer Claims Portal

Veriday leveraged the Liferay DXP platform’s out-of-the-box functionality to quickly deliver the required claims portal within four months. The initial release transformed outdated processes into a fully online system. Features included:

• Streamlined Claims Process: Transitioned from phone and email to a digital portal.
• Comprehensive Information Access: Users gained access to policy sheets, inspection follow-ups, best practice recommendations, tools, and more.
• Versatile User Support: Supported various users, including brokers, B2B organizations, hotels, and financial institutions.

Solution 2: Building on a Strong Foundation

Once a strong foundational platform was in place, Veriday enabled further enhancements, including:

• Systems Integration: Unified assets from various systems into one platform, improving the user experience.
• User Role Expansion: Integrated new user types with personalized asset displays and product-related assets based on group membership/qualifications.
• Continuous Improvement: Each release included 10-20 change requests and backlog items, ensuring the platform’s adaptability and growth.

Outcome:

The Risk Management Portal has been a resounding success for Sompo International. Key outcomes included:

• Reduced Claim Processing Times: Streamlined processes improved efficiency.
• Improved User Adoption: Enhanced user experience increased reliance on the portal.
• Higher Client Satisfaction: The client’s satisfaction with the platform has solidified a long-term partnership with Veriday.

The modernized portal not only improved operational efficiency but also laid a foundation for future growth and integration, aligning with Sompo International’s vision for a centralized platform for all solutions, assets, and communications.