Effective Motor Claims Management

Why Claims Experience Shapes Customer Loyalty?

For motor insurers in the Middle East, claims settlement is the single most critical moment of customer experience. Policyholders don’t judge their insurer by the speed of policy issuance but by how quickly and accurately their claim gets settled when they need help the most.

Industry research shows:

• 94% of customers say fast claim settlement is a key driver of loyalty.
• 83% of dissatisfied claimants have either switched or plan to switch to another insurer.

In a highly competitive market, claims experience can be the ultimate differentiator helping insurers retain market share, reduce fraud, and stay profitable.

Six Barriers to Efficient and Accurate Claims Settlement

1. Paper-Heavy Processes
   Manual, document-intensive workflows slow down decision-making. Storing and retrieving physical files delays settlements and compromises accuracy.
2. No Fraud Check at First Notice of Loss (FNOL)
   Without early fraud screening, illegitimate claims slip through, increasing financial leakage and investigation costs.
3. Siloed Functions and Poor Collaboration
   Lack of coordination between underwriting, claims, recovery, and external partners creates delays and blind spots.
4. Weak Audit and Monitoring Systems
   Manual checks and fragmented audit strategies increase compliance risk and reduce control over the claims supply chain.
5. Overdependence on External Partners
   Reliance on offline communication with garages, car rentals, and investigators adds complexity and slows resolution.
6. Limited Omnichannel Experience
   Customers want to file and track claims via mobile, web, or social channels but many insurers still rely on traditional touchpoints, leading to poor engagement.

The Digital Blueprint to Overcome Claims Challenges

To address these issues, insurers must move from fragmented, manual operations to an end-to-end digital claims ecosystem.

1. Identify and Remove Process Bottlenecks

• Gain enterprise-wide visibility across claims workflows with real-time dashboards.
• Use Robotic Process Automation (RPA) to automate repetitive tasks like data entry, freeing adjusters to focus on complex cases.

2. Digitize Documents for Faster, Accurate Decisions

• Implement a robust Enterprise Content Management (ECM) system for document capture, indexing, and retrieval.
• Enable dynamic checklists to ensure all required information is collected and validated instantly.

3. Empower Employees With Flexibility

• Adopt Business Process Management (BPM) with dynamic case management to adapt workflows for different claim types.
• Equip claims handlers with the right tools to handle exceptions and maintain accuracy under pressure.

4. Seamless Third-Party Integration

• Integrate with garages, surveyors, rental companies, and investigators using APIs and automated email ingestion.
• Ensure information flows smoothly across internal and external stakeholders.

5. Compliance and Smart Decisioning

• Use a business rules engine to check policy breaches automatically and maintain SLA-driven performance.
• Track payments, salvage, recovery, and legal matters digitally to reduce manual oversight and risk.

6. Expand Omnichannel Presence

• Allow customers to report and track claims through apps, portals, social media, and call centers.
• Provide real-time updates and self-service to reduce inbound support calls and improve satisfaction.

BPM-Driven Motor Claims Excellence

A Business Process Management (BPM)-led approach unifies content, workflows, and communication making claims processing:

• Faster straight-through processing reduces delays.
• Smarter rules and AI flag fraud, ensure compliance, and enable better decision-making.
• Customer-centric omnichannel engagement keeps customers informed and satisfied.

With a configurable BPM and content automation platform, Middle East insurers can handle increasing claim volumes while reducing operational complexity and cost.

Measurable Impact of Digital Claims Modernization

Insurers embracing this digital-first claims strategy have achieved:

• Up to 50% faster settlement times
• Significant fraud reduction through early screening and automated red-flag triggers
• Improved compliance readiness with auditable, automated workflows
• Lower operational cost via reduced manual handling and streamlined collaboration
• Enhanced customer experience with real-time updates and multi-channel accessibility

How Newgen Empowers Motor Insurers?

Newgen’s Motor Claims Automation Solution Accelerator helps Middle East insurers:

• Orchestrate end-to-end digital claims workflows from FNOL to settlement.
• Automate document-driven tasks and integrate with external partners seamlessly.
• Deliver personalized, omnichannel communication and real-time status updates.
• Strengthen fraud detection and compliance with smart business rules and AI insights.

Trusted by global and regional insurers, Newgen’s solution provides the agility and control needed to compete with digital-native players and meet rising customer expectations.

Why Acting Now Matters?

Insurtech disruptors are raising the bar on speed, transparency, and customer delight in claims. Insurers still tied to manual, siloed systems risk customer churn, higher fraud costs, and competitive erosion.

Digitizing claims isn’t just about cost savings it’s about creating an experience that retains customers and drives profitability.

Begin Your Claims Transformation

If your claims process struggles with delays, fraud risk, and poor digital experience, it’s time to modernize.