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Motor Claims Management Revs
Up Customer Satisfaction
Increasing customer sophistication is resulting in rising service expectations. In this infographic, IDC shows how motor
insurers can enhance services to differentiate themselves in a business environment where 80% of policyholders think
products are highly commoditized, undifferentiated, and with no clear market leader

CUSTOMER SATISFACTION:
POWERFUL DRIVER OF LOYALTY, BRAND ADVOCACY
More emphasis on claims management
Claims are not only motor insurers' largest
spend, but a crucial opportunity to deliver
positive brand impressions, and develop
stronger customer relationships
Beyond pricing and branding
70% of policyholders actively seek insurers
with good claims services
Deteriorating customer satisfaction levels
Services (as measured by turnaround time,
convenience, accuracy of handling, empathy and
care, and fairness of settlement) are lagging
behind expectations
Low satisfaction reinforces intentions
to change providers at renewal
40% of “Moderately Satisfied” claimants are
switching providers against less than 10% of
those who are “Very Satisfied”
[Satisfaction level is 1 to 10 where “Moderately
Satisfied” is 6 or below, and “Very Satisfied” is at
least 9]
Delighted customers become brand
ambassadors
Delighted claimants (satisfaction levels of
at least 8 out of 10) are 5 times more likely
than the average policyholder to make a
positive recommendation
Source: IDC Financial Insights and Industry Benchmark Surveys, 2014

TYPICAL MOTOR CLAIMS PROCEDURE
Claims traditionally involve various point-to-point interactions (using email, fax, phone and courier) across multiple independent companies
This creates a lack of overall process visibility and progression tracking, communication errors and inefﬁciencies
Insured
Workshop &
Reporting Center
Parts Supplier Insurer
Lawyer
Centralized
Management
Center Loss
Adjuster
Traditional Motor Claims Processing Value-chain

MERIMEN'S
SOFTWARE-AS-A-SERVICE INSURANCE PLATFORM
Merimen's Insurance Ecosystem
Workshop &
Reporting
Center
Parts
Supplier Insurer
Lawyer
Insured
Loss
Adjuster
Record
Management
Center
Merimen provides a common information exchange and collaborative platform for insurers and the motor industry
Its ecosystem enables transparency, information availability, streamlined communication and process efﬁciency

With over 13 years of sector-specific experience, Merimen is a leading
solutions provider in Malaysia, Singapore and Indonesia
Its customer base comprises of:
3,500
insurance
intermediaries
MORE THAN A DECADE OF ACCOLADES
80
insurers and
takaful
operators
25
major
automobile
brands
4,200
repairers and
motor
franchisers
250
loss adjusters
and law firms
FEATURES
• Replaces all point-to-point
interactions with a hub-and-spoke
online model
• Reduces unstructured and
untracked communication
channels (phone, fax, email) with
all correspondences structured
through Merimen's platform
• Uses industry standards and
formats for claim estimates and
reports
• Enhances claims processing for
not just motor, but all other general
lines of businesses
Increases Productivity of Claims
Personnel
Lowers Loss Ratio
Increases Customer Satisfaction
with Excellent Claim Experience
MERIMEN’S PLATFORM
BENEFITS
• Optimizes process chain and
raises efficiency of claims
processes with automated process
handling and reduction of errors
• Reduces claim adjustment costs
with productive use of resources
and faster turnaround time
• Reduces direct claim costs by:
° Benchmarking to industry
standards
° Monitoring repair shops’ and loss
adjusters’ performance closely
° Purchasing spare parts directly
by insurer via competitive bids
° Having lower loss-of-use claims
due to improved claim cycle time
• Improves flow and easy access to
information, resulting in raised
satisfaction levels for claimants

ACTIONABLE TAKEAWAYS FOR MOTOR INSURERS
BUSINESS OPPORTUNITIES
Reinforce service proposition with excellent claims management. Claims management represents a rare
opportunity to engage motor insurance customers but these experiences can polarize their opinions
VENDOR SELECTION
Engage a provider who offers a holistic solution that spans the entire claims ecosystem and who ensures
collaboration between all participants in the value chain
MINIMIZE INVESTMENT RISKS
Minimize risks of technology investments with a subscription-based pay-per-use transactional model
LEVERAGE SOCIAL MEDIA
Harness digital media to publicize claimants' positive experiences and influence potential customers

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Merimen eClaims Infographics

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