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Customer Case Study: Delta Lloyd (AVIVA) New Claim Management Model

European insurers have battled with inefficient claims management processes for years, suffering from disparate information systems used to collect ...

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European insurers have battled with inefficient claims management processes for years, suffering from disparate information systems used to collect client records and deficient data management. Delta Lloyd, a member of the international insurance group Aviva and one of the leading financial services providers in Benelux and Germany, has for years used an inefficient claims handling process, causing high expenses, customer dissatisfaction, and heavy staff losses. To address this issue, the insurer has implemented an innovative Web-based claims automation and management reporting information system, scalable to all its general insurance divisions. The Dutch insurer’s experience holds important lessons for insurers across Europe that want to streamline claims process efficiency and improve customer satisfaction while leveraging solutions across different geographies.