Financial Services
5 min read
Insurance Company Cuts Claims Processing Time 78%
An insurance company was losing customers due to slow claims processing. After implementing Dexo.chat's claims assistant, they reduced processing time by 78%.
*Processing 50,000+ claims annually
Insurance Provider
500+ employees
South Africa
78%
Faster Processing
85%
Digital Filing
+42
NPS Improvement
67%
Fewer Calls
The Challenge
Claims experience was frustrating:
- Average claims processing: 14 days
- Customers calling for status updates constantly
- Document collection causing delays
- High customer effort to file claims
- NPS dropping due to claims experience
The Solution
Dexo.chat streamlined claims:
WhatsApp Claims Filing
Customers file claims by sending photos and descriptions via WhatsApp.
Document Collection
Automated requests and reminders for required documents.
Status Updates
Proactive notifications at every step of claims process.
Payment Notification
Instant notification when claim is paid.
"Claims used to be our biggest pain point. Now it's our competitive advantage. Customers are amazed by the speed."
The Results
After implementing Dexo.chat:
78%
Faster Processing
Average 3 days vs 14
85%
Digital Filing
Claims filed via WhatsApp
+42
NPS Improvement
On claims experience
67%
Fewer Calls
Proactive updates reduce inbound
Key Takeaways
WhatsApp filing removes customer friction
Proactive updates eliminate status calls
Mobile document collection speeds processing
Claims experience drives retention
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