Digital Claim Payments Transformation Journey

This case study outlines West Bend Mutual Insurance Company's digital claim payments transformation journey. The document details the company's efforts to enhance operational efficiency and meet evolving customer expectations in the insurance sector. It explains the rationale behind adopting a phased implementation approach for their digital payment strategy, which was advised by One Inc. The phases of rollout are specified, starting from March 2020 with defense attorneys and culminating in March 2021 with policyholders and claimants. The case study also highlights challenges faced during the onboarding of medical service providers and the importance of incremental successes in driving future innovation. It presents the current digital adoption rates among various suppliers and discusses the anticipated next steps in their digital payment journey, including the integration of additional payment methods and the transition to a cloud-based claim administration system. Overall, the document serves as a comprehensive account of West Bend's strategic approach to digital transformation in claims processing.