MA Assist is a property claims management company with a strong reputation for innovative and efficient service, saving time and money for insurers and brokers on all aspects of property claims management - including claims handling, validation, fulfilment and building remedial works. MA Assist provides services for clients in the insurance sector including RSA, Allianz, UIA. They also deliver a national service covering all elements of building repair through a high quality network of approved suppliers, and have specialist teams handling insurance-related remedial works and general building reinstatement and refurbishment.
Why did MA Assist choose Adactus?
Whilst MA Assist had an existing claims management system this was in much need of updating. After a great deal of research for a suitable company to build their next generation system, MA Assist chose a partnership with Adactus. As well as being extremely experienced in developing complex and specialist online systems for large clients, a significant factor in MA Assist's choice was that Adactus also has a highly commendable track record with insurance clients through previous projects.
An efficient and easy to use claims management system is extremely important to MA Assist's business and future development. The new Adactus system, Pulse, had to answer all MA Assist's requirements without exposing any risk to the business. Whilst the main goal was to replace their old, functionally rich system with a new online system of equivalent functionality, it also needed to deliver a modern, easy-to-use user interface and provide a platform for future business needs, especially in the area of mobile.
To develop Pulse, Adactus and MA Assist had to quickly form a new partnership against a back drop of a tight timetable.
The system which launched in October 2011 works across different user groups on a real-time basis. Via Pulse, the insurers pass insurance claims to MA Assist, who in turn select and authorise the most appropriate supplier(s) to complete the work in a timely manner. The Adactus Pulse System enables claims to be managed from start to finish and allows for the collection of all the relevant information needed to complete the process, including onsite photos, insurance reports and related documentation. It has the ability to prioritise claims as well as suggest suitable suppliers based on the skillset required and the location of the damaged property. Each claim goes through a series of ten steps to completion, all of which are fully tracked and managed through Pulse.
Various access levels and security settings can be set for different stakeholders with the option of restricting their time of access if required. MA Assist teams, call centre users, suppliers and insurers all log-in to Pulse to get a transparent view of the claims relevant to them.
Following Adactus's development of Pulse, the main benefits to MA Assist were:
- Access anytime, anywhere - as a cloud-based solution, it provides the relevant stakeholders access to information real-time over the internet from any location.
- Flexible operational infrastructure - which can quickly adapt to changes in insurer attitudes or a surge in claims due to extreme weather events e.g. floods or prolonged cold weather conditions.
- A unique billing system - effectively managing supplier payments and client billings for MA Assist.
- Improved communications with Clients e.g. Insurers - this is especially critical when problems with claims occur. Pulse enables MA Assist to provide a transparent online view of all the relevant information.
- Customer Experience - Pulse shows significant benefits in supporting and maintaining high levels of customer experience.
Since launch, Adactus and MA Assist have continued a successful on-going partnership, with Pulse now an important factor for MA Assist's future development.
The whole relationship has provided a balance of Adactus's upfront development costs with MA Assist's claims volumes and has led to both parties being very happy with the pay-per-claim usage model. This scales neatly as MA Assist's business expands.
"Not just in terms of cost and revenue, but also developing the technology with Adactus has given MA Assist a very important service differentiator over competitors." explains Paul Hayman, MD of MA Assist. "Adactus's development team has been super in dealing with, and fixing, any development incidents as they arose."