QBE Asia provides general insurance solutions across business, personal, and specialty lines in multiple markets across the region. Its portfolio covers a broad spectrum of customer needs, from individual protection to complex commercial risks.
In 2024, QBE Asia expanded its digital capabilities through ‘Solution in a BoX’, a claims initiative designed to transform QBE Asia’s claims operations and elevate customer experience. What sets it apart is that there is one platform that brings together a suite of innovative tools, technologies and processes with the aim to alleviate the pain points of the customers and claims executives’ experience.
QBE Asia’s all in one claims solution
Faster, clearer customer journeys
‘Solution in a BoX’ is developed to address two longstanding challenges in insurance: filling out of physical forms that can be a very stressful and labourious experience for customers, and operational inefficiencies arising from these processes resulting in manual claims handling, triaging and prioritising processing than truly interacting with customers.
With ‘Solution in a BoX’, customers experience an effortless journey with tailoured eClaims, and workflows backed by sophisticated analytics-based rules engine and GenAI to do straight through processing of claims. They get to experience instant claims payouts on these claims which are made possible by real-time payments integration with the banks. With a large number of claims being fully automated, QBE is now able to shift capabilities strategically to remain consistent in building and sustaining relationships while personalising customers’ experiences. Customers can even check the claim status 24×7 without needing to contact anyone. There are automated WhatsApp notifications sent to customers as well as the claim progresses through its lifecycle. Video assessment speeds up evaluation, and Live chat support provides further assistance wherever needed.
“Everything we do at QBE is built on one thing: customer trust. We earn that trust through strong client servicing outcomes. That’s why we continue to invest in transforming our claims solutions – to support our customers so they can bounce back faster and stronger, with less friction and greater confidence. At the heart of it, it’s all about being there when it matters the most”, said Vick Rajaswaran, Head of Claims, Asia.
Measurable impact on efficiency
Since its launch, QBE Asia’s customers have experienced a significantly improved claims journey. The platform has delivered clear results. QBE reports a net promoter score (NPS) of 68 for retail claims, reflecting high satisfaction amongst customers, with partner customer satisfaction score (CSAT) at 3.9 recognising improved services and scaling technical capabilities. About 65% of simple claims are now processed automatically, and overall turnaround times have improved by up to 80% with instant payment capabilities. The registration of claims has also accelerated, with 97% completed within two days, compared with 95% within seven days previously.
Operationally, the initiative has saved more than 1,000 man-hours annually through robotic process automation. Claims handlers now process 10% more cases within the same six-hour window, and 99% of claims are acknowledged within 48 hours. Cost savings have also been realised, including a 10% reduction in claims-related expenses and improved loss ratios supported by fraud detection and supplier rate checks.
Strategy and outlook
QBE’s strategic vision is to be the most consistent and innovative risk partner by developing new and innovative experiences that make it easier to do business with. Claims is a moment of truth for customers, and QBE has managed to keep customers at the heart of ‘Solution in a BoX’. This positions QBE to deliver a digitally unified, customer-first experience that is scalable and future-ready. The company plans to deepen the platform’s capabilities with predictive analytics, innovate using unique, hyper-personalised claims experience and extend transformation to wholesale and non-retail portfolios.
QBE Asia was recognised as the Best Claims Management System and Excellence in Claims Service Management at The Digital Banker’s Global Insurance Innovation Awards for setting a new benchmark in operational efficiency and customer experience in claims handling.
