If Insurance, renowned for its customer-centric approach, has embarked on a transformative journey to revolutionise pet claims processing. Mariah Hohental, Claims Manager for If's pet insurance, had a vision to enhance the claims handling. In collaboration with Wisentic, they introduced an innovative automated solution that has significantly enhanced efficiency and customer satisfaction.
The beginning of the new pet claims process
In 2016, If handled the first pet claim case in the platform, and became the first customer to implement Wisentic Pets. The collaboration resulted in immediate benefits, including improved quality and data-driven decision-making. It also brought a significant reduction in administrative tasks for If's claims handlers.
With Wisentic Pets, parts of If’s claims processing are fully automated. For the remaining cases, both quality and efficiency have increased through precise decision support via the user-friendly interface. If can also track the costs and distribution of pet claims across the clinic network through detailed data monitoring and statistics.
Mariah Hohenthal explains: "The new process has relieved our team of many repetitive and time-consuming tasks. The claim information is gathered and presented with decision support, providing us with the necessary foundation to make fairer and more effective claims decisions."
Further Development and Future Plans
The results from Wisentic Pets continue to impress with a consistently increasing level of automation, leading to significant time savings and enhanced efficiency for the team. Automation has not only reduced workload but also improved precision, resulting in an even better customer experience.
Interest in Wisentic Pets continues to grow. In Q4 2023, all customers, including If, began migrating to a new enhanced SaaS platform. This upgrade has significantly improved product delivery, and If has played an active role in enhancing the platform’s user-friendliness.
Since its launch back in 2016, Wisentic Pets has truly evolved and now incorporates AI technology, more data-driven checkpoints, and automation features for even more optimised claims processing. Mariah Hohenthal at If Insurance looks forward to continuing to automate and streamline the pet claims process, creating greater value for customers.
