Case Study: Major Insurance Company achieves lower costs, faster payouts and improved payment tracking with Fiserv Digital Disbursements

Major Insurance Company Reduces Costs Enhances the Customer Experience and Improves Payments Tracking With Digital Disbursements

Major Insurance Company ran a 90-day proof-of-concept pilot with Fiserv using its Digital Disbursements solution. Sixty-five claim representatives offered a random sample of customers the option to receive claim payments electronically by email or mobile to address the insurer’s reliance on costly, slow paper checks and the manual effort required for payment tracking.

Fiserv delivered Digital Disbursements to send secure electronic payments and automate tracking and reconciliation, producing faster settlements and a smoother customer experience: a 47% opt‑in rate, 82% of payments successfully deposited under the pilot’s three‑day expiration (49% same‑day), and only seven customer service calls. The program reduced time and cost of payments (industry estimates: $5.91 per check vs. $0.25 per electronic payment) and demonstrated scalable improvements (about 98% deposit success with a standard 10‑day window) per Fiserv.