Intervate, a Microsoft partner with Gold Content management, Gold Portals and
Collaboration and Gold Digital Marketing competencies, has implemented a
Customer Web Portal solution for insurance company Sasria.
Based on Microsoft SharePoint 2010, the solution has
automated many of Sasria’s previously manual claims handling processes and many
benefits of the digitised web-based system are already being
As Africa’s foremost
special risks insurer, Sasria covers property worth billions of rands against
extraordinary risk that conventional insurers are unable or reluctant to cover.
These risks include damages arising from civil unrest, terrorism and labour
Speedy resolution of clients’ claims is paramount and
Sasria recognised that its largely manual claims handling process - with agents
submitting claims via post, fax or e-mail - was no longer sufficient to deliver
optimal service to its clients.
workflow resulting from the manual process caused delays in the claims
adjudication processes, slow turnaround times in the processing of claims and
poor customer satisfaction," explains Ivan Scodeggio, Sasria's IT Manager. "We
shopped around for a solution that would improve the claims turnaround times by
removing the manual intervention and automating the process as much as
possible." Following a tender process,
Sasria appointed Intervate, a Microsoft partner with Gold Content management,
Gold Portals and Collaboration and Gold Digital Marketing competencies, to
implement a Customer Web Portal solution based on Microsoft
SharePoint. We felt very comfortable
with Intervate, not only for their SharePoint expertise, but also because of
their track record and the way they approached our requirements."
Intervate's Sales and Marketing director Mpumi Nhlapo
says that a web-based interface was the obvious solution because of the ease of
use, speed of implementation and scalability. "We integrated Sasria's existing
claims management system with the Customer Web Portal smoothly, enabling a
seamless interface for users to conduct a wide range of transactions
electronically though an online Web interface.
Sasria's network of Insurance Agent Companies can now
track the status of claims via the web based portal. Automated e-mail
notifications have been built into the workflow to ensure that agents are
informed throughout the process. In addition, users are now able to calculate
Sasria rates, order coupons, register and manage group schemes, submit premium
written information and make use of a Q&A section.
The portal is currently used mainly for claims
administration, but Intervate is working closely with the Sasria team to roll
out additional services and enhancements to the system for additional service