Investment in digital technology and systems is key to our ability to create innovative service solutions, build scale in networks and expand our professional services. As an independent group we have been brave enough to reinvest profits to build integrated systems and processes that deliver high levels of customer satisfaction through:
All of our systems are fully integrated and we have also integrated with some of our clients’ systems to create a seamless process that keeps clients updated on the progress of claims. We have also developed automation and process efficiencies. Not only does this reduce friction between stakeholders but also creates efficiencies for MA Group, leaving our staff to focus on progressing the claim in a proactive way.
The core of our systems is our own bespoke claims management software, Pulse. It is used throughout the property claim to proactively drive the case forward and ensure it is fully controlled.
Pulse is a web-based IT system that was developed after extensive research into the key drivers behind customer satisfaction. It is one of the first truly cloud-based claims workflow systems, updated in real time by the supply chains and MA Group staff with data that accurately measures performance and creates visibility on every single claim. It also generates alerts when cases are approaching their service levels.
Email integration, variation tracking and clearly laid out reports and priced schedules of works make it easy to see how a claim is progressing. Innovations such as attachments to services (where suppliers have to provide evidence for line items prior to submitting a claim for closure) and workflows designed for each client make Pulse a powerful claims management tool.
Clients have access to Pulse so they can review a case and track its progress and key activities for themselves.View other Integrated Systems
Scoper is our bespoke, mobile scoping and validation app developed by our in-house experts. It is fully integrated into Pulse and is used by all the group’s supply chains, creating significant efficiencies for staff and suppliers and helping to minimise claim life cycles and improve the customer experience.
Scoper was developed with a clear understanding of customers and insurance clients’ needs, as well as the requirements of field-based suppliers. It ensures that all scopes of works are comprehensive and complete so that variations are minimised. It also creates efficiencies by allowing the suppliers to create scopes and variations on site and securely transmit them back to the office.
Scoper is used in the field to take meter readings, log equipment usage and prepare detailed estimates for clients. It is used by surveyors to efficiently collect and transmit data and reports, capture video, audio and geo-tagged evidence and prepare accurate, priced schedules of works and cash settlements.View other Integrated Systems
Tableau is a business intelligence software that helps us see and understand the wealth of data that we hold. It links into all of our software applications to provide real-time data on the business – including SLAs performance for each client, NPS results, claim durations and costs, supplier performance and complaints analysis.
It allows us to analyse our extensive claims data to find trends and facts to feed back to clients to support their underwriting activities. We can also use Tableau to predict outcomes on claims, e.g. by using an algorithm and the data we hold we can predict drying times on a claim and then monitor the success of the drying regime. We can also track incidents and key dates to deal with any issues or delays that may lead to complaints.
Tableau is a powerful tool that helps us refine our service offering and has supported the development of our innovative pricing strategies.View other Integrated Systems
We have invested in several digital solutions, such as Scoper and Optical Character Recognition (OCR), and continue to work with our clients to support the development of the digital journey for their customers.
Our customer portal is the most recent digital development. This mobile and web-based solution is integrated into Pulse and enables customers to track the progress of their claim, get information on the process and the stakeholders involved and upload information and photographs to their claim file.