PegaWorld 2025: Eliminating Friction: How Wipro Helped Lloyds Banking Group's General Insurance to Transform Claims Servicing (Presentation)

Lloyds Banking Group's general insurance, the top third home insurance provider in the UK, has goals to become the #1 home insurer. To realize this aspiration, they are delivering frictionless digital customer journeys to its 2M customers using Pega Processes, there by delivering outstanding results. They have increased digital claim FNOL uptake 3 times; thereby reducing call volumes for FNOL allowing colleagues to focus on supporting customers with the more complex claims with an improved and simpler colleague process.