’We’re able to meet the demands of digital transformation in-house, without the issue of legacy back-office systems,’ says chief operating officer 

Insurance legal services firm Minster Law has launched a new customer onboarding platform in a bid to provide a “seamless and efficient” claims registration experience for customers, a statement released yesterday (10 October 2023) said.

The new platform has been developed on Minster’s new low-code/no-code digital interface and offers a range of features and functionalities.

This includes an intelligent injury matrix that drives automated claims track allocation, allowing the firm to trigger dynamic questions sets based on the specifics of an individual claim or customer.

Consumers can also securely provide any additional data as well as sign and approve their claims notification form on the new platform.

Paul Taylor, chief operating officer at the Yorkshire-based law firm, said the new platform marked another step forward in its strategy to build “the best digitally enabled claims experience in the personal injury market”.

”Our objective was to find new, innovative ways to remove unnecessary effort from the claims registration process, whilst empowering our advisors to deliver the best possible service experience,” he said.

“We consistently achieve over 90% customer satisfaction scores and we’re looking to go even further, reducing the time it takes a customer to register a claim by up to 40%.

“The advantage of low code/no code platform is that we can build applications, modify workflows and introduce new functionality more swiftly and iteratively, without the dependency on technical developers and coding.

“We’re able to meet the demands of digital transformation in-house, without the issue of legacy back-office systems and applications.”

‘Responds to needs’

Taylor added “that a swift and efficient” digital claims journey was “essential if the PI sector is to effectively align itself with the broader digitisation strategies of motor insurers”.

According to Catherine Carey, head of marketing at Consumer Intelligence, over 60% of claimants cite speed and efficiency as the element of the claims experience needing most improvement.

As a result, Taylor said the new platform had been designed to ”respond to the needs of today’s time-pressed customer”.

“Our ability to scale and adapt in this way enables Minster to absorb and manage increased caseloads, streamline processes and deliver quality services to clients, regardless of the volume of claims we manage,” he added.

“Simplifying the claims experience and creating outcomes that truly matter sit at the very heart of our strategy.

”By embracing digital transformation and focusing on enhancing our customers’ journey, we are confident that this technology will redefine the standards of efficiency and convenience in personal injury claims.

”We will be bringing on board further initiatives during our digital transformation, that will firmly establish Minster Law as the most contemporary PI law firm serving the insurance industry.”