Improving emergency response times with BigChange email integrations
Learn how we helped Trinity Claims to automate logging new claims in BigChange, improving oversight and response times and saving thousands of hours every year.
About Trinity Claims
Trinity Claims are a claims management company who handle household and motor claims for the UK’s fourth largest home insurer Policy Expert. They specialise in drying, surveying and reinstatement after a property is water-damaged by leaks or flooding.
Challenge
Trinity receive new claims in an automated email instruction, which need to be added to Trinity’s job management software in BigChange before their team can book a follow-up appointment.
Manually creating a new contact and adding the details of the claims takes about 10–15 minutes per email. On an average day, Trinity get around 50 claims, representing a full-time job for one person. However, large-scale flooding events can cause claims volumes to spike by up to 1,700%, meaning many more staff would have to to switch to data entry to handle the backlog.
Crisis situations like this weren’t just a problem because of the admin burden. For insurance companies like Trinity Claims, slow response times can cause problems to worsen, impacting on the lives of customers and the overall cost of each claim.
As an insurer, the quicker you get to the job, the more chance you have of saving things. The longer it’s left, the worse it gets.
Tom Harris | Continuous Improvement Manager
Solution
Our first integration for Trinity Claims automatically creates a new Job in BigChange whenever an email instruction is received. It creates the customer record and imports all the information about the claim from the email, before alerting the team to contact the customer to schedule an appointment.
The initial meetings we had where we scoped out exactly what we wanted to achieve were very productive. In previous roles, I’m used to having meetings about meetings about meetings before something changes. [With Ferrio] it was “This is what we want to do, how do we do it?” “Okay, we can implement that.”
Tom Harris
Results
The first integration has eliminated around 150 hours of work every month, freeing up time for Trinity’s administrative staff to prioritise other tasks that will improve efficiency even further.
We’re now working on the next round of integrations, which will automate SLAs and reporting from BigChange into the claims handling system, sending information back to the insurer and the end customer.
This next phase is projected to eliminate an additional 300 hours of manual double-keying each month, representing a total annual saving of £70,000 in admin time.
Any issues have been looked at and rectified as quickly as possible as well, so it’s that ongoing support as well as the initial integration. It’s nice to be able to work with a company that we can actually trust. The benefits it’s had for us can already be felt, and with the further projects we do, we’re only going to get more streamlined and perform better.
Tom Harris