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 Latest News

Sasria improves claims handling process with a Customer Web Portal
2011-11-07

​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 experienced.

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 action.
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.

"The disparate 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 improvement.

 


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