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Case Study

Zurich Santander deploys end-to-end digital claims experience

  • End-to-end digital claims processing
  • 30% reduction in time to resolve claims
  • 20 point increase in Net Promoter Score

“We’ve received messages from managers in the field who say that in 20 years of working for Santander, they’ve never seen mobilization like this. Truly amazing.”

The Business Issue

Zurich Santander is one of the largest insurers in Latin America, created in 2011 through a joint venture between Zurich Insurance Group and Banco Santander. Like many in the industry, the company was burdened by legacy systems that made it difficult to adapt to the changing landscape of consumer behavior and emerging technologies.

Zurich Santander's customer base preferred independence and convenience when interacting with the company. Meeting these demands was crucial, but the company was challenged with a lack of real-time monitoring and control over these processes, leaving little visibility into claims submission and status.

Complex integration solutions between customer UI, employee workbenches, and the current legacy policy and claims admin systems further complicated things. And a dependency on custom coding from IT for process improvements or simple changes slowed innovation.

The Solution

Zurich Santander used the Pega Platform™ to create an end-to-end solution for claims processing that features a user-friendly front end, where customers can conveniently file claims, upload documents, and receive real-time status notifications.

The company integrated its Pega solution seamlessly with existing legacy systems and external providers, enabling them to monitor provider performance and allocate work based on performance and quality. A new streaming API enables event-driven architecture, while intelligent automation and management of third-party regulators offers complete transparency into the claims pipeline.

The Results

  • 65% of customers migrated to a completely digital claims process
  • 30% reduction in time to resolve claims
  • 20 point increase in Claims Net Promoter Score

Zurich Santander even used Pega to navigate a catastrophic storm. In February 2023, two weeks before the ever-popular Carnival, torrential rains were predicted. In anticipation of the storm, Zurich Santander deployed a new claims workflow that included special guidance for those inside the event area – around 7,200 customers. Within 24 hours, the storm had dropped 27 inches of water. Thanks to real-time monitoring of new claims in the affected regions – plus warnings and coordination with local governments and services – Zurich Santander’s customer losses were mitigated.

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Industry: Insurance Product Area: Platform Solution Area: Operational Excellence
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