Cloud Calling: Revolutionising the claims process for enhanced customer experience

ICICI Lombard constantly strives to innovate and leverage technology to enhance its customer interactions, ensuring clients receive seamless and efficient support throughout their journey.

- By Gaurav Arora, Chief UW, Claims Property & Casualty of ICICI Lombard

One such groundbreaking solution is the introduction of Cloud Calling into the company's claims management process.

Delve into the traditional claims communication process, the pain points it presents, and how the new Cloud Calling feature addresses them.

The traditional process

When a customer files a claim, they are assigned a Motor Claim Manager (MCM) who acts as their primary point of contact throughout the claims journey. Communication between the MCM and the customer occurs via phone calls, with the MCM using their company-issued mobile number. This number is shared with the customer through SMS, allowing them to connect directly with their assigned MCM as needed. Whilst this approach has worked for years, it has some inherent limitations.

With ongoing interactions, customers must remember the specific phone number of their assigned MCM. If the MCM changes mid-process, there can be confusion regarding whom to contact, resulting in delays in communication. MCMs, like any professionals, may be travelling, attending meetings, or handling other customer cases.