Lifestyle insurance specialist Taurus, which is based in Gibraltar, has launched a bespoke online claims portal to deliver a market leading claims experience to its customers.
Gordon Kay, Claims Director at Taurus, said:
“When someone buys a policy from one of the Taurus brands they’re basically buying a promise, that at the point of claim we’ll make the process as simple and as fast as possible. And while we’ve always worked hard to ensure our process is easy and straight forward, the launch of our new 24/7 online portal means over 60 per cent of claims can now be approved within minutes and we only expect to see that level increase in the coming months.”
The new system, which was designed and built by the company’s in-house IT team, was developed with three key aspects in mind – reduce the claims lifecycle, improve customer experience, and drive efficiencies. The company drilled into its knowledge, experience and used both customer and internal feedback to ensure the best possible solution was delivered.
Gordon explains:
“The portal has been built so it assesses each claim and attributes it with a risk score. Claims that it identifies as having a low risk rating are fast tracked and settled immediately. For others in the claims cycle they may need to provide further information to our dedicated claims team to help us review and settle their claim. While those that the system deems high risk will require a more detailed, in depth review.”
Once a claim has been approved Taurus then offers a choice of repair and replacement options to deliver a rapid resolution to get customers back to where they were before the issue arose with the minimum of fuss.