Assistance System for Insurance Companies

CASE STUDY

System Assistance for an International Insurance Company

CHALLENGE

An international leader in the field of assistance insurance, serving millions of customers across Central and Eastern Europe, faced the need to streamline its assistance claim handling processes in various countries. The existing system was inefficient, lacked integration with external partners, and relied heavily on manual settlement processes. Automation was required to improve the speed and quality of customer service.

SOLUTION

We developed a comprehensive system for managing assistance claims, tailored to the specifics of multiple markets in the CEE region. The platform handles the entire process, from claim intake via the call center to service execution and financial settlements.

SYSTEM FUNCTIONALITY

Real-time handling of assistance claims.
Financial module for settlements with partners (workshops, tow trucks, medical facilities).
Geolocation and map integration for quick dispatch of assistance.
Integration with partner systems (car repair shops, doctors, towing companies).
Automated SMS and email notifications for customers and service providers.
Claim history and advanced reporting.
Cost control module and invoice verification.
Service provider management app for real-time task handling and settlements.
B2C portal for customers to submit claims and track their status online.

TECHNOLOGIES

.NET Framework, C#
SQL Server
API Integrations (REST, SOAP)
Microsoft Azure (migration of selected modules in later phases)

RESULTS

30% reduction in assistance claim processing time.
Automation of financial settlements reduced errors and shortened invoice verification time.
Improved customer satisfaction through faster and more transparent service.
Reduced operational costs in accounting and logistics processes.
Increased call center efficiency with access to integrated tools.
Implementation of the service provider management app reduced workload in the network management department by 80%.
Development of the B2C portal relieved traditional contact channels by 40%.

SUMMARY

The Assistance System developed by MPED Sp. z o.o. for an international insurance company has become a key operational tool, supporting the daily handling of thousands of claims. Integration with partners and process automation have significantly improved service quality and reduced operational costs.