Case Study: TAC improves claimant outcomes and reduces claims duration with FINEOS

TAC (The Transport Accident Commission) - Customer Case Study

TAC (Transport Accident Commission), the Victorian government body responsible for supporting people injured in traffic accidents, was handling more than $1 billion in annual claim payments for around 18,000 claimants. The organization needed a better way to manage claims in a customer-focused, outcome-driven manner while reducing administrative burden and helping people through a time of crisis. FINEOS worked with TAC to support this transformation, providing tools for customer advocacy and outcome programs.

With FINEOS claims technology, TAC introduced simpler claims lodgement, phone lodgement, faster claim turnaround, and a major cultural shift that let case managers spend more time on claims and less on administration. The result was stronger early intervention, better client expectation management, improved claimant outcomes, and reduced claims liabilities. FINEOS said the program’s success was driven by close collaboration between case managers and claimants, delivering a much better customer experience.

TAC (The Transport Accident Commission)

Bruce Crossett

Head of Claims