building operational resilience, navigating … · abhimanyu bhola vice president and growth lead...
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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 [email protected] +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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Abhimanyu Bhola���������������������������������������������������������������������
Steve Smith�������������������������� �������������������������������������������������
Robin Chua���������������������������������������������������������������������������������������������������� �����
Vilas Madan����������������� ���������������������������������������������������������������������������������������� ������
OUR LEADERSHIP