Assurant, Inc. is a $10 billion + global provider of risk management products and services with headquarters in New York City. Its businesses provide a diverse set of specialty, niche-market insurance products in the property, casualty, extended device protection, and pre need insurance sectors with more than 14,250 employees worldwide

The Challenges

With the physical insurance forms, different payment and reimbursement terms in each form was becoming increasingly difficult for teams to streamline the customer experience and other digitization efforts which was leading to customer churn and increase in bad mouthing on social media and other digital channels.

There were approximately 10,200 forms with 39+ qualitative and variable fields which required cognitive skills to understand and bucket as per the policy and requirements

Our IT partner was facing challenges in streamlining this process and assign resources who could process this complex data manually and bucket as per client instructions

Solution

As soon as samurais took on the process – we established SOPs, a proper knowledge base and an internal process communication channel to structure the project. The most critical aspect of the process was to establish a streamlined communication channel between the team to cross check and keep a note of flagged policies which later acted as case studies in the knowledge base reducing the client involvement by 1/10th within 4 working days of commencement.

6 full time samurais were deployed including 1 project manager. The output was increased by 7.7x from 10 forms a day to 77+ forms a day with the established process completing the project in less than 1 month.

RESULT

Samurais flawlessly delivered the project in record 22 days to Assurant and Metacube with utmost precision to facilitate the digitization efforts.