Case Study: Large US Insurer accelerates wildfire claims and improves customer satisfaction with Genpact

Aligning loss-adjusting and contents inventory resources for a rapid claims response

Genpact worked with a large US insurer facing a surge of catastrophic wildfire claims after the Northern California fires. The insurer needed extra contents inventory support to help overwhelmed policyholders compile personal property inventories quickly and accurately during a highly emotional and time-sensitive claims process.

Genpact deployed contents inventory specialists who worked directly with insureds by phone and through its ClaimTracker app to gather, validate, and complete total loss inventories. The program helped process more than 725 total loss claims worth $280 million, with insureds contacted within two hours on average and contents claims settled in 19 days instead of the typical 90–120 days, improving customer satisfaction while reducing claims expense and indemnity.