Centralized U/W & Claims Hub

To achieved improved turnaround time,high q. results & rapid scaling of processes while realizing lower costs of operations

Productivity of many offices was uneven.
OD Claim was > 30 Days upto 35,000

110 days

Tiem spent on sales & channel dev. is 15% & 85% for u/w,clainms,A/C,record keepingImproved resource allocationdue to scale effect & better process control

Pilots were being run
To start Motor OD Claims in a hub & then other activities A/csd , reports,other claims & in 2nd phase U/W & all kinds of renewals , endorsements
Cities having 8 or more offices-for opening hubs
Preference to high workload


Basic objectives: To increase Client Focus
To reduce man-hours spent on non-customer centric josb

Org Structure & integration
Service centres are being considered for providing support in claims, renewals, reportts,accounts, policy issuance,u/w
Range of offices 7-15 Employees 60-120

Service centre should have 5 level hierarchies
Head Scale 5
Claims head-3-4
Team leaders 2-3
Claims Motor OD,
Other lines
Policy issuance
Reports
Acs
Admin

Integration of service centres into HO/RO/DO/BO Structure


Reporting & Evaluatuion Structure

Roles of Srrvice centre heads

Claims Head

Team Leader

Op. Officers

Class 3=Support Admin Team

Outsourced Personnel
Security
Facility Courier
Escalation Rules for Reg. In-Charges

Op. Guidelines

Mgt Expenses

Infrastructure Req.

IT Req

A/C Req

Publicity Req

Grievance Handling

Perf. Monitoring

Process CodesSurveyor Deputation
15-25 Nos
Tech. Knowledge
Integrity
Track Record of fast & amicable setlement

Insp. of losses > 1 Lakh

Salvage Disposal Handling
Theft Cases
OD Cases without NCB Decl.

Claim GrievancesEx-Ordinary Claims handling
Repair cash-loss settlement
Close Proximity Cases

Urgent Spot Survey Req
Trg. Req