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Case Study: Insurance Claim Management


Zurich is a leading multi-line insurance service provider with a prominent presence in 200 countries and territories around the world. The company, founded over 150 years ago, has been synonymous with innovations in the field of insurance. Apart from providing insurance protection, Zurich has also ventured into providing services to promote well-being and enhanced climate resilience.


Zurich required an upgraded and integrated claims management system to help track and manage the claims more efficiently. The objective behind having this system is enhanced efficiency, better workflow management and seamless reporting and management information (MI).  

They wanted to upgrade and automate their existing system to one that simplifies the interaction between the staff throughout management of the claims processes. Additionally, they required better visibility and relevant data on claims reporting and investigation to help them in the decision-making process.  


Toolagen built a solution that enabled Zurich to automate the claims management processes more efficiently. The newly built platform streamlined the flow of information between the staff. They required a solution that unified workflow management to make more data-driven decisions.  

Additionally, the newly built system enabled better understanding of how the investigation department was performing. The solution helps monitor the quality of cases and provide real-time data to improve the reporting processes.  


Toolagen delivered an automated system that improved the teamwork of the staff considerably. This integrated solution captures more relevant data on claims management and transfer the same to the fraud detection tools used by the company.  

The high-quality data they accumulated through this system is then aligned with the fraud detection tool they employed. This further empowers the fraud detection tool to spot and flag potential fraud more efficiently.  

Speaking about Toolagen’s association with Zurich, David Clements, Claims Fraud Operations Manager explains, “Our partnership with Toolagen has been very successful and we look forward to working with them into the future. The team are technically excellent and work in a highly collaborative, creative and agile fashion. Toolagen clearly enjoy working in true partnership and take real pride in delivering a solution which doesn’t just deliver against core requirements but delivers the best user experience possible.”