Case Study: Large Property and Casualty Insurance Carrier Company achieves higher customer satisfaction and retention with Capgemini

Improving Customer Engagement Through Architecture

The Large Property and Casualty Insurance Carrier Company wanted to turn claims from a cost center into a customer retention driver, but its legacy claims platforms could process transactions without showing how claims affected customer satisfaction, loyalty, or policy renewals. It turned to Capgemini Invent for support with a business-oriented Enterprise Architecture approach to help reinvent claims while maintaining financial integrity.

Capgemini Invent assessed the claims process against the business value chain, identified weak points, and helped develop a new claims strategy and architecture. As a result, the company improved customer satisfaction and retention, achieving a more effective claims function that better supported customer expectations and loyalty.