Case Study: Standard Insurance achieves faster claims processing with Sutherland Global Services

Standard Insurance - Customer Case Study

Standard Insurance, a provider of insurance and retirement plans, faced a challenge with its inefficient, manually intensive claims process. Contact center employees were spending significant time tracking documentation and making follow-up calls, which also created a burden for physicians and a poor patient experience. Sutherland Global Services implemented a solution to streamline back-office work and reduce the time required for claims setup.

Sutherland's solution involved separating back-office and voice work across two geographical locations to keep claims in motion 24/7. Their process focused on sorting and updating documents upon receipt, which eliminated unnecessary manual reviews and shortened the setup timeline. This approach by Sutherland Global Services yielded a 20% reduction in cycle time, a 20% decrease in outbound calls, and ensured 100% of contact center associates' time was spent on role-specific tasks.

Standard Insurance