Leading Airline Booking Service Company Partners with Skan to Improve their Claims Refund Process

Skan performed a deep analysis to gain insights into key operational metrics at the claims processing center in order to identify opportunities for improvement. One area of focus was turnaround times (TATs) for claims processing, which were found to be higher than desired. By analyzing the root causes, Skan identified that complex claims often bounced back and forth between different teams trying to determine the appropriate resolution, leading to delays.

Skan also looked at the number of reworked claims and the average handling time. Here we found that claims had to be reworked due to errors, adding unnecessary time to the process.

Additionally, Skan identified several opportunities for automation in the claims handling process itself. By implementing robotic process automation for repetitive tasks, capacity and productivity could be improved. The center was also only running at 51.8% capacity currently, so there was room to handle more claims volume without adding staff.

Finally, Skan found that adjusters were relying heavily on Google Docs, which was adding 5% to the overall claims cycle time. By reducing this dependency and utilizing more streamlined claims management tools, overall process efficiency could be improved by 4%.

By leveraging insights from Skan, the team achieved $1.3 million in annual savings from 30% increase in capacity utilization, and a 4% reduction in processing time. Skan identified the root causes of increased Average Handling Time (AHT). Through meticulous analysis of reworked cases and targeted agent training, AHT and first-pass rate were improved significantly, culminating in improvement in productivity and enhanced customer experience. Skan identified additional opportunities for automation that would further reduce processing and turnaround times and deliver an unparalleled level of customer satisfaction.