Insurance · Support resolution
National insurance carrier
Support resolution across policy servicing and claims-status queues, handling tier-1 and tier-1.5 volume inside the carrier's own environment.
The challenge
Ticket volume grew faster than headcount. Agents spent most of their time reconstructing context across a policy system, a claims system and a knowledge base that disagreed with each other. Escalations were used as a release valve, and reopened tickets were never counted against resolution numbers.
What we did
Our business experts sat with the queue for three weeks and wrote down what a correct resolution looks like for the fifteen highest-volume intents, including who is allowed to approve what. Engineers configured the packaged support-resolution solution against those rules, connected it to the carrier's systems of record, and put the proof layer in front of every response. Exceptions route to the carrier's own experts; their decisions become rules.
Systems connected
- Policy administration
- Claims management
- ITSM ticketing
- Knowledge base
- Telephony and chat
Timeline
- Weeks 1-3Workflow selection, process fix, baseline written down.
- Weeks 4-8Joint build: rules captured, packaged solution configured, systems connected.
- Weeks 9-11Supervised production with every output checked before it reaches a customer.
- Week 12Impact measured against baseline. Carrier's team owns the next workflow.
Start with one workflow.
Tell us the function that costs you the most and the number you already track for it. We will tell you whether it is a candidate, and what a quarter would look like.
contact@deepcertainty.com · Hoboken, NJ