ERS Motor Insurer Boosts FNOL Claims Capacity by 75%
ERS, a specialist UK motor insurer with over 70 years in business, automated FNOL ingestion with OCTO (previously known as DocProStar) — freeing claims staff from manual data entry to focus on customer service and complex decisions.
About ERS
ERS is the UK’s leading specialist motor insurer at Lloyd’s. Working with motor brokers nationwide, ERS makes motor livelihoods and passions possible by providing cover for some of the UK’s most difficult and complex motor risks, from everyday vehicles to supercars, classic collections, fleets, even Batmobiles and the Gumball 3000 rally.
Challenges ERS was looking to solve:
- Long processing times
- Reliance on a small team
- Limited visibility and auditability
- Lack of alignment with overall IT strategy
The TCG Process Solution
- Full email and attachment normalization
- Automated quality controls and audit trails for each work item processed
- Seamless data output to existing claims system
- Orchestrated AI and TCG data extraction and validation is used to capture over 100 data fields per transaction
The Results
- Increased Efficiency 40%+ daily average straight through processing
- Improved employee satisfaction
- Increased operational capacity by 75% for emailed FNOL claims ingestion
- Manual Handling Time Reduced from 15-25 minutes to an average of 4 minutes
- Improved Transparency & Performance Monitoring
Outcome
The freed capacity allows staff to focus their attention and skills on customer service and technical decision making, rather than data entry related activities. The composable architecture provided adapts to the business with minimal impact and can easily extend across other ERS business units and systems.
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"We are very happy with the engagement of TCG and the performance of DocProStar as the automated solution now handling our FNOL ingestion and creating capacity in our claims team. This follows our company strategy to adopt AI and automation where relevant and to make continual service improvement to our customers and valued broker community."
Declan O’Mahony Head of Claims, ERS
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