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Oman Insurance: Touchless Motor Vehicle Claims

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16 March 2022

Winner of Celent 2022 Model Insurer Award for Digital and Emerging Technologies

Abstract

Following its customer-first strategy, Oman Insurance has successfully launched a state-of-the-art, fully digitized claims system for motor vehicle physical damage losses.

This first-in-its-region initiative provides Oman Insurance’s claimants with the ability to file a First Notice of Loss (FNOL) report at designated repair facilities. Nearly all of the FNOL reports are straight-through processed and approved within a few hours. Surveyors, who approve the claims, can access the entire claim record remotely through a cloud connection.

These reimagined claimant journeys are touchless and paperless. This initiative reduced costs, significantly shortened claims adjustment processing time, and resulted in a 33% improvement in NPS from 42 in September 2020 to 56 in March 2021.