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Claims Management System Modernization

  • by MATMUT (France)

Objectives

Claims management represents one of the most critical moments in the relationship between an insurer and its policyholders. The quality, speed and transparency of the claims process strongly influence customer satisfaction and trust.

Matmut launched the NEO-SI program to modernize its claims management IS to simplify operational processes, improve collaboration between teams and enhance the overall claims experience for policyholders.

The program also supports the integration between claims management systems, CRM platforms and digital channels.

Objectives

  • Modernize MATMUT’s core claims management information system
  • Simplify and standardize claims handling processes
  • Improve information sharing between teams and systems
  • Strengthen integration with CRM tools and digital services
  • Improve overall operational efficiency and service quality

Progress status

Finalisé / Déployé

Work team

  • Developed in house

Work carried out to date

Key Capabilities Delivered

  • Modernized claims management workflows
  • Improved data sharing between claims systems and CRM platforms
  • Better case tracking and transparency tools
  • Improved reporting and operational monitoring capabilities

First Results & Lessons learnt

Benefits for Employees

  • Simplified claims handling processes reducing administrative complexity
  • Better access to relevant information and claim history
  • More modern tools supporting efficient case management and decision-making
  • Reduced manual tasks thanks to improved system integration

Benefits for Policyholders

  • Faster and more reliable claims processing
  • Greater transparency regarding the status of their claim
  • More consistent and reliable communication
  • Improved overall service quality during a critical moment

Difficulties encountered & Remainng Challenges

Expected Business Impact

  • Reduced claims processing times
  • Improved operational efficiency for claims teams
  • Increased customer satisfaction during claims management