By: 8 December 2020
Tesco Underwriting teams up with Netcall to increase claims processing efficiency

Tesco Underwriting and Netcall, a provider of low-code and customer engagement solutions, are working to enhance the insurer’s complex claims handling process.

They used Netcall’s Liberty Create low-code platform to develop a visual tool that helps manage internal claim workflows.

The tool automatically prioritises each claim while also breaking down individual work queues.

The ‘low code’ nature of Netcall’s Liberty Create platform meant it took just three days to train members of Tesco Underwriting’s continuous improvement team on its use.

Tesco Underwriting’s resulting claims handling tool was then developed in three weeks, with full deployment achieved in three months.

Since implementation, Tesco Underwriting, which underwrites Tesco Bank-branded car and home insurance policies and provides claims services to customers, has witnessed a significant increase in claim handling efficiency.

The number of claims processed per hour has increased by 57% due to the implementation of the tool. Tesco Underwriting met its own goals for claims processing within the first six months of use and it has contributed to a substantial rise in the insurer’s customer Net Promoter Score.

Neil Arrowsmith, head of operational excellence at Tesco Underwriting, said: “The speed and agility that the low-code platform has given us has meant we’ve been able to build, iterate and change processes really quickly and effectively.”

“Without the project, I don’t think we’d have been able to achieve the NPS and the efficiency benefits that we have derived—the speed and agility has been fantastic.”

Mark Holmes, chief sales officer at Netcall, said: “We’re thrilled that Netcall has been able to assist Tesco Underwriting in its venture to optimise its business processes in such a short time frame—six times faster than using traditional development tools and methods.”

“The fact that the company has already seen such an increase in efficiency is fantastic and we’re excited to see what further benefits to customer experience Tesco Underwriting uncovers with our platform in the future.”