Bringing claims in-house: A CEO's perspective by Sten Saar

Written by Sten Saar

Published on

Sten Saar Zego CEO

As the CEO of Zego, I was happy to share the news about an exciting new development that has not only transformed our operations, but also delivered incredible outcomes for our customers. In less than a year, we’ve moved from a standing start to handling the majority of new claims within our in-house team, and the results have been nothing less than amazing.

One of the biggest advantages we’ve seen, since assembling a team of over 40 talented claims experts, is the ability to give our customers an unparalleled level of service. These changes have streamlined our claims process and, in doing so, substantially improved our key metrics, including claims indemnity, reduced leakage, and customer experience.

To make all of this happen, we decided to take an innovative approach, working with Sharedo to develop a customised, state-of-the-art insurance claims management system. This game-changing solution seamlessly integrates with our policy infrastructure, supplier network, telematics data, and payment systems.

As a testament to our constant drive for innovation, we’ve already automated the processing of up to 10% of claims so far – a monumental feat in the complex world of motor claims.

On top of that, we’re leveraging telematics data within our new claims processes. With this ground-breaking technology, we’ll continue to gain valuable insights that allow us to make more accurate assessments and deliver faster outcomes for our customers. This data-driven approach will not only make us more efficient, it will allow us to proactively identify potential fraud and move fast to stop it.

But innovation doesn’t stand still. To stay at the top of our class, we know we have to keep developing and improving. Through our weekly code releases, we iterate and enhance our claims system on an ongoing basis. This agile approach allows us to stay ahead of the curve, and to adapt quickly to new customer needs and market dynamics. By keeping a constant focus on innovation, we make sure that our claims management capabilities continue to blaze a trail through our industry.

However, we know that the true measure of our success lies with our customers. With our new in-house claims department, drivers can stay up-to-date on the progress of their claims, empowering them with the information they need during a potentially stressful time. Also, our business customers gain access to all their claims in our Fleet Portal, giving brokers and fleet managers the information they need on a self-serve basis.This added transparency and efficiency has caused a remarkable shift in the way our customers perceive our services.

The results speak for themselves. Our decision to bring the claims department in-house has improved our claims indemnity spend, doubled our leakage prevention efforts, and successfully recouped hundreds of thousands in fraudulent claims savings. These achievements are a testament to the dedication and hard work of our claims and fraud teams. They’ve shown unwavering commitment to our shared vision, and I couldn’t be more proud of what they’ve accomplished.

While this milestone is just one of many on our journey, it’s one worth celebrating. It demonstrates our passion for excellence, and our promise to always provide the best possible service to our customers. As we continue to evolve and adapt, I am confident that our in-house claims department will remain a cornerstone of our success, enabling us to better serve our customers and lead the industry into the future.

Together, we’re driving to win, and making huge achievements as we go. I’m excited to see what the future holds as we continue to push boundaries, innovate, and create a brighter tomorrow for Zego and all our customers.