The insurance industry has changed significantly over the last several years with new risks emerging and technology innovation. Against that background, it can be easy to forget how important it is to collaborate, especially when handling insurance claims.
That commitment to collaboration and a partnership-based approach is essential for streamlining the claims process for both partners and customers, while also serving as a pivotal factor in attracting new clients.
Onsi, who provides an easy way for businesses to reward their workforce using rewards, protections and on-demand pay, came together with Crawford to enhance the claims journey.
Onsi specialises in businesses with gig, shift and self-employed people, working across 36 countries globally. With 800,000 workers using benefits, Onsi needed to provide a seamless digital claims experience that could meet claims quickly when workers needed the support most.
Putting the partnership into action
Jo Williams-Impey, head of claims and member support at Onsi explains the relationship, “At Onsi, we set ourselves an ambitious target to have the fastest claims journey time in the market, so we knew we needed a partner that could work closely with us to achieve our goal. We approached Crawford with our goal to reduce the claims journey time. The response we received was enthusiasm, excitement and a visible want to build the relationship.”
Over the next 10 months, Crawford and Onsi worked closely together, building and enabling an API, reshaping the FNOL process to empower the handlers and reducing payment terms down to same-day payments.
The results
In short, the collaboration brought the claims journey time down from 36 days to 6.5 days. Jo advises,
“We are delighted with the results and it’s great to see the team at Crawford working hard to help us reduce this further in the future. We already had an award-winning approach but the results we are seeing mean we are industry leaders. I am super proud of what we have achieved.”
Of course, business is not just about the new clients, retaining clients is top of the list too. This is also an area where the collaboration has paid dividends. A recent collaboration is a case in point. “We were working towards a renewal with a client who wanted to make some significant changes to how the claims were managed from a payment point of view,” Jo explains.
“Kirsty Kelly, client executive, Crawford TPA, made herself available to support at very short notice and sat alongside me until we were sure the client was happy with what we were able to offer in response to their needs.” That dedication to the needs of the client is a key differentiator, as Jo points out. “Kirsty was very patient and nothing seemed to be too much trouble, and it is down to her quick responses and hard work that we have a very happy client! It is instances like this that make Crawford a pleasure to partner with.”
For Helen Knight, head of key clients at Crawford TPA, UK & Ireland, the importance of working collaboratively cannot be underestimated. For her, some of the key ingredients in any successful partnership are making quick and expert decisions, having an aligned approach, and being a trusted team member.
“I am delighted that my team was able to deliver tangible support to one of our partners,” she says, “and I believe this is what sets Crawford TPA apart. We’re in the business of nurturing strong, long-lasting relationships based on trust and credibility.”
She believes it is also important to recognise the work of those who go above and beyond every time for clients. “Recognition is one of Crawford’s RESTORE values,” she points out, “and that is why it’s great to be able to shine a light on Kirsty’s great work. She will also receive one of our RESTORE awards for living the Crawford values and putting our client first.”
For Wayne Brand, head of Crawford TPA, UK & Ireland, that ability to ensure your team is empowered to deliver to the best of their ability for the client is core to how Crawford operates.
“At Crawford, we pride ourselves on providing support, training and opportunities to our people,”
Wayne says, “so they’re in the best position to be able to help our clients and customers. It also gives our people the confidence to step up to help our clients and ensures that they are empowered to deliver the right result, every time.”
