Case Study: White Horse Insurance Ireland achieves five-star travel claims service with FINEOS Claims

Technology powers insurers to provide a five star travel claims service

White Horse Insurance Ireland, the in‑house insurer for Thomas Cook and other large travel schemes, faced the challenge of managing very high and highly variable volumes of travel claims after moving claims handling in‑house from an outsourced provider. To build a reliable, scalable claims operation and improve customer service they selected FINEOS and implemented the FINEOS Claims solution.

FINEOS Claims gave White Horse Insurance Ireland a quality‑controlled, rules‑driven claims workflow that handles multiple schemes and policy terms at first notification, enforces Treating Customers Fairly procedures, and provides comprehensive management information for underwriting. The system processed around 36,000 travel claims in the most recent year, tightened procedures to reduce claims leakage and fraud risk, sped settlements, and helped the insurer lower operating costs while delivering more consistent customer service.

White Horse Insurance Ireland

Brian House

General Manager