Case Study: Royal Exchange General Insurance improves customer satisfaction and cuts claims processing time with Kissflow

Improving customer satisfaction with Digital Transformation

Royal Exchange General Insurance Company (REGIC) was struggling with low customer satisfaction because long turn-around times and a paper-based process made it hard to handle high volumes of claim requests. The lack of structure meant customers waited weeks for responses, so REGIC turned to Kissflow to help streamline and modernize its operations.

With Kissflow, REGIC automated key workflows such as policy booking and claim notifications using the platform’s drag-and-drop tools and integrations, allowing approvals in hours instead of weeks. This cut processing time from 3 days to 10 minutes, helped REGIC process 545 claim requests in 3 months, and digitalized 70% of its operations while improving customer satisfaction and retention.

Royal Exchange General Insurance

Chibuzor Onu

Business and Process Analyst