Insurance platform case study
Insurance assistance platform for multi-market claims
A multi-market assistance platform integrated claims intake, partner services, financial settlements and customer communication.
Project at a glance
- Client profile
- International assistance insurance leader
- Region
- Central and Eastern Europe
- Engagement
- Multi-market assistance platform
- Operating scale
- Thousands of claims handled daily
Business context
Challenge
An international leader in the field of assistance insurance, serving millions of customers across Central and Eastern Europe, needed to streamline assistance claim handling across multiple countries. The existing system was inefficient, lacked integration with external partners, and relied heavily on manual settlement processes. Automation was required to improve customer-service speed and quality.
Delivery response
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 centre to service execution and financial settlements.
From intake to settlement
System functionality
The platform connected real-time claims handling, partner coordination, customer communication and financial control.
- 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.
Platform detail
Technology stack
The platform combined established enterprise technologies, partner APIs and selected Azure migration in later phases.
Reported operational impact
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 centre 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
A key operational platform for multi-market assistance delivery
The Assistance System developed by MPED LTD 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.