— Case Studies
GMAC
GMAC – Reducing Complaints and Streamlining Claims
Improved reporting and EFT processes led to fewer complaints and higher customer satisfaction.
Introduction
Client Background
GMAC Insurance, a top auto insurance provider, aimed to reduce customer complaints and improve claims reporting to enhance satisfaction and operational efficiency.
Project Goal
GMAC aimed to improve customer complaint resolution, reduce the time it took to report claims, and enhance the efficiency of its electronic funds transfer (EFT) process.
Project Timeline
— 06 Months/
Research/Discovery
Planning
Execution
Deployment
Testing/Iteration
Challenge
Delayed claims, high complaints, and misrouted calls affected service quality.
- Only 43% of new claims were reported within 24 hours, causing delays and potential customer dissatisfaction.
- 498 complaints in six months, mostly about premiums, cancellations, delays, and denials.
- 6% of calls were misrouted to Claims instead of Sales and Service.
Solutions
Strategy
Cannsult developed a comprehensive approach to address GMAC's operational inefficiencies and improve customer satisfaction.
Approach:
- Streamlined claims reporting and optimized call center routing for better efficiency.
- Improved the EFT management system using data-driven insights.
- Developed a structured implementation plan to address key improvement areas.
Execution:
- Redesigned claims reporting to ensure 75% of new claims were reported within 24 hours.
- Implemented call routing to reduce unnecessary workload on the Claims Call Center.
- Automated EFT cancellation and stop processes, reducing processing time and preventing overdrafts.
Results
75%
Claims reported within 24 hours, up from 43%.
40%
Drop in complaints about premiums, cancellations, and denials.
35%
Reduction in call misrouting, improving efficiency.
30%
Faster EFT stop time, preventing overdrafts and improving satisfaction.
Conclusion
Cannsult’s approach streamlined GMAC Insurance’s claims process, boosting operational efficiency, customer satisfaction, and significantly reducing complaints, while delivering a faster, more reliable, and seamless claims experience.
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