Case Study: Auto Insurer Operator reduces cycle times and costs with Genpact's OnSource

How OnSource helped one auto insurer cut ties with independent appraisers

Auto Insurer Operator, a non-standard auto insurer operating in 11 U.S. states, was relying too heavily on slow, costly, and often inaccurate reports from independent appraisers (IAs). The company needed a better way to handle damage estimates for drivable vehicles with minor damage while making better use of its in-house appraisal resources. Genpact’s OnSource inspection-as-a-service (IaaS) offering was introduced to address this challenge.

Genpact implemented OnSource’s onsite visual information service, along with triage tools, quality assurance, and support for internal estimate writing, to replace IAs for selected claims. After a successful pilot, the solution was rolled out across all states the insurer serves. The result was more accurate estimates, faster claims handling, and lower expenses, with claims cycle time improving by 1.5 days and overall loss adjustment expense dropping significantly.