Case Study: Capita achieves faster, paperless pet claims processing with Aquarium Software

Capita - Customer Case Study

Capita Insurance Distribution, part of Capita, wanted to improve its pet claims process to enhance the customer journey, boost operational efficiency, and reduce claims leakage. To support this, Capita worked with Aquarium Software and its cloud-based claims management platform, aiming to modernize a paper-heavy process while meeting strict security requirements.

Aquarium Software implemented a workflow-centric, paper-free claims solution that automatically triages claims, applies business rules, and improves reporting and collaboration. The results included a 50% reduction in the call-to-claim ratio, claims processing time cut from 15 to 7 minutes, assessor training reduced from 6 to 2 months, and fewer reassessments and errors, delivering a faster, more efficient service.

Capita

Geoff Hardes

Operations Director