Shortlisted under the ‘Claims technology initiative of the year – business partner’ category, Rightpath’s award entry was based on four strong innovations they had delivered over the preceding 12 months. This includes becoming the first in the market to provide online travel claim assessment facilities, the customer portal, white-label claim site and iBrand Management system.

Finalists under the ‘Claims Technology Partner’ category, Rightpath’s award entry was based on a range of powerful technologies including; facilities for online travel claim assessments, customer portal, white-label claim sites and iBrand Management system.

This was the second time we found ourselves finalists in this award which was based on overall business development.

Our very own Andrew Commins was highly commended in this award category.

This was the second award finalist position we achieved in 2011 in the Best Business for Customer Services category, again based on very strong customer service results.

As a customer service organisation there is no better justification of your being than being considered the best at customer service. This award entry was based on a proven customer satisfaction rate of 99% which is an outstanding achievement within the context of claims management.

We were nominated on the basis of our ground breaking ATICS system which automates the claims assessment process and delivers the following benefits:

• Significant cost savings through process automation & reduced touch points
• Reduced claims costs by:
• Improved fraud protection
• Reduced claims control
• Improved recovery rates
• Greatly improved customer service

Applicable to business with turnover of less than £1million, to be finalists for this award is perhaps our proudest business achievement as it was not just based on a particular area of excellence but upon the strength and robustness of our overall business plan.

For strategic reasons an insurer wanted to shift part of their claims services as quickly as possible. This occurred in the peak of the summer period:

1. With only a 6 week lead time Rightpath Claims were capable of deploying a team to support 5x their existing scale and still able to deliver a competitive service with some areas, such as call handling, remaining industry leading.
2. Within 4-8 weeks of going live, Rightpath were able to return services levels to an exceptional position:
   1. Leakage <1%
   2. Recovery rates >3%
   3. 99% of calls answered
   4. 95% answered within 20 seconds
   5. Customer satisfaction of 92%+
   6. Post at 5 days