Facing operational challenges in processing 50-60 claims a month, the Extended Warranty Administrator (EWA) transformed itself using Merimen eClaims and implemented a digital claims process according to their stakeholder’s needs.
Merimen eClaims provided a centralized platform connecting operation branches and call centers, offering an easy and convenient workflow.
The EWA achieved its goals of improving turnaround time and staff productivity, reinforcing its brand as a reliable and trustworthy partner to customers.
The EWA chose Merimen for its innovative and versatile eClaims platform. eClaims is a digital claim management platform which connects all parties in a centralized ecosystem and streamlines the entire claim process.
Previously, the absence of a central platform resulted in an unstructured system which made internal communication between operation managers and call centers disorganized and troublesome. With eClaims, parties could communicate faster and more easily through the centralized platform, leading to greater convenience in receiving and processing documents.
The automation features of the eClaims platform were another key reason why the EWA chose to partner with Merimen. eClaims offered workflow automation features that enabled the EWA to design and implement an efficient, streamlined process. For example, automated workflows were set up to triage claims to the designated team, eliminating the need for manual assignment of claims.
The EWA and Merimen are working towards onboarding the entire claim ecosystem onto the eClaims platform in the future. This would create a fully digital ecosystem, connecting all parties involved and leading to a more efficient and comprehensive end-to-end claims process.
Since the EWA went live on Merimen’s eClaims platform, it has achieved the following benefits:
The automation of claim processing has saved valuable time, allowing employees to channel a greater focus and effort on complex claim cases. With more effort catered towards handling complex customer claims, the EWA has reported greater confidence in its ability to manage claims costs.
Driving an increase in customer satisfaction is a faster claim processing time. With eClaims, the average turnaround time has decreased. This means customers get their claims processed and settled faster, allowing for a more pleasant customer experience.
Our customer, an Extended Warranty Administrator (“EWA”), is a leading provider of Extended Warranty solutions in Japan. The EWA serves one of the largest retailers in Japan with more than 1,000 shops, insuring on average 8,000 to 10,000 products a year such as white goods, electric appliances, and other various machines
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