Xceedance Claims Service Improvement Case Study

This case study outlines the collaboration between Xceedance and a leading insurer in Australia and New Zealand to enhance the client's General Liability claims service. The insurer faced significant challenges, including a low Quality Assurance testing score of 79.6%, high leakage rates, and escalating legal costs. Xceedance implemented a comprehensive solution addressing technology, processes, and personnel. A tailored Quality Assurance questionnaire and a client-specific dashboard were created to track performance. New processes were introduced to improve claims investigation speed and accuracy, while training sessions were conducted to empower claims officers. Following these interventions, the client's Quality Assessment score improved to 89.6% by early 2024, alongside notable reductions in documentation issues and reliance on external investigators. The case study highlights the effectiveness of Xceedance's approach in transforming the claims department into a best practice example and fostering a culture of continuous improvement.