Transforming Travel Insurance Claims

Hollard Insurance company was named by ANZIIF as Australia's top general insurer of 2019. In 2017 Hollard began actively focusing on growing its Travel Insurance business, starting off small and partnering with a growing base of distribution partners.

Working with Appsure and implementation partner Lodestone, Hollard has built a sophisticated claims platform that leverages automation and machine learning to deliver exceptional customer experiences while scaling efficiently.

Challenge & Solution

The Challenge

  • Need for economical yet efficient claims system
  • Integration with multiple partner policy systems
  • Scalability as business grows
  • Multi-tenanted platform for rapid partner onboarding

The Solution

  • Configured Appsure for Hollard's specific needs
  • Integrated with branded partner systems
  • Built automated online claims solution
  • Implemented ML and AI for claim assessment

Notable Features & Value Add

Integrated FNOL System

First Notice of Loss automation

Automated online claims solution fully integrated to the claims system. Features responsive format based on benefits being claimed, data validations, and client communications. Allows full client branding for household name partners with rapid deployment onto client websites.

Straight Through Processing

Advanced automation integration

Integrated opensource decision modeling solution into Appsure claims. Enabled low-cost delivery of advanced automation through combination of claim process task automation and sophisticated automated claim validation activities.

Machine Learning in Claims

AI-powered claim assessment

Integration of Machine Learning using decision forest algorithms and Natural Language processing. Provides AI assessment of submitted claims including client text descriptions, policy data, and other relevant information for intelligent processing.

Implementation Results

Rapid Growth
Enabled business expansion
Fast Onboarding
New partners quickly integrated
High Efficiency
Automated claims processing
Great CX
Smooth customer experience
  • Facilitated and enabled the rapid expansion of Hollard's Travel Insurance business
  • Highly efficient claims process with scaled automation and sophisticated controls
  • Quick and smooth claim lodgement process, branded at every touch point
  • Quick and effective processing of claims with excellent end customer experience

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