Case Study: a top 10 insurance provider achieves a touchless claims future with Capgemini

Redefining the claims experience towards a fully touchless future

Capgemini partnered with a top 10 US insurance provider to help it define a strategic vision for achieving a 75% touchless claims capability. The client sought to completely reshape its claims experience to be more efficient and cost-effective.

Capgemini's solution was a comprehensive Touchless Claims Experience strategy centered on key consumer moments, including pre- and post-claim interactions. This approach leveraged the client's unique assets to build trust with its specific customer base of military members. The strategy laid the foundation for significant cost reductions, organizational efficiencies, and new growth opportunities while maintaining member satisfaction. The client is now actively pursuing pilot initiatives based on Capgemini's work.