building operational resilience, navigating … · abhimanyu bhola vice president and growth lead...

SELECTIVE CASE STUDIES

Major EventsAustralia InsurerEXL worked with the client to set up a service delivery team to perform claims handling services when a catastrophic event, such as a flood, storm or other scenario, results in a surge in claims volumes

74,000+claims handled

by EXL

69,800+claims closed

49,700+motor claims finalised

20,000+property claims

finalised

92%of predicted

total loss cases paid

225,000+calls answered by

EXL team since start of the events

Over

AUD 440 mnworth of claims

settled

FINANCE ACCOUNTING DIGITAL TRANSFORMATIONAustralian Insurer

Improved Collection of overdue invoices

by 12% and delivered benefit of 850K AUD

11% productivity gain delivered

within first year

Contact us and learn moreAbhimanyu Bhola Vice President and Growth Lead Abhimanyu.Bhola@exlservice.com +61(0)448305819

REAL RESULTS

SERVICES ANDCUSTOMER GROUPS

LEADING LOCAL CLIENTELE

Sydney

Melbourne ..........................

......................

......................Brisbane

OUTCOMES

AUSTRALIA

Advanced Analytical

Insights

E�icient Customer

Operations

Risk and Governance

Transformation

Digital Transformation

Customer Experience

Enhancement

Insurance Operations,

Claims, Sales and Service, and Contact

Centres

Advanced Analytics Services

Risk and Digital

Consulting Services

Life Insurer

General Insurers

Banking Groups

Credit Unions and Mutual Banks

Professional Services Firm

Our Goal

Be the “Strategical Digital Transformation Partner” for Our Clients

HUMAN

TECHNOLOGY

Analytics Automation

Artificial IntelligeceDAT

A

DATA

DOMAIN

DOMAIN

CONTEXTCUSTOMER

CUSTOMER � � � � � � � �

Grow

th &

Pro

fitabilty Custom

er Experience

E�iciency

ORCHESTRATION

TOOLS

CATASTROPHE CLAIMS OPERATIONSAustralian Insurer

Reduced speed to competency through

accelerated training programs using EXL Insurance Academy

Partnered to provide operations support witha flexible resource model to deal with catastrophe-related claims

Flexible resource model allows for

accelerated ramp up and down

within 90 days for up tp 600 FTEs

Dual-shore model with resources split between Philippines and Australia driving cost-saving benefits from coupled with managing critical customer experience

Increased NPS by 8% during a catastrophic

event which historically caused

dips of more than 5%

BUILDING OPERATIONAL RESILIENCE, NAVIGATING UNCERTAINTIES IN AUSTRALIA

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OUR LEADERSHIP