The global e-learning producer, Tata Interactive Systems (TIS), has launched an electronic performance support system (EPSS) intended to help motor insurance claims handlers to process customer claims up to three times faster – and more accurately – than before.
In trials of the EPSS, motor insurance claims handlers - who used to take 21 months to handle a typical ‘whiplash’ claim – took just three months to settle a similar claim after having constant access to case law through the EPSS. This enabled three claims to be settled in the time it used to take to settle one.
Moreover, where it used to take up to nine years to train a claims handler, the TIS e-learning materials have enabled claims handlers to become fully qualified in just three months – providing further major potential savings for company users.
TIS’s Reg Agyeman explained: “Claims handling is a complex subject and claims handlers have little time to go on traditional classroom-delivered courses – since they are chiefly required to field calls from customers and process their claims. In trials, e-learning has proved invaluable as a means of delivering learning to the claims handlers’ computer screens at their point of need.
“All claims depend on a point of law – and the claims handlers are not lawyers,” he said.
“Consequently, they don’t want to talk to lawyers, so they prefer to communicate with the lawyers by writing letters. This can take time – and delay the settlement of the claim.
“However, the e-learning materials from TIS contain precedents from case law. They set out each test case and contain diagrammatic scenarios to help the claims handler talk directly to the lawyers.”
TIS’s EPSS for motor insurance claims handlers contains some 150 animations relating to case law. These help the claims handlers to quickly understand both the accident scenario that each claimant presents and the most efficient way in which to process the claim.
Notes for editors
About Tata Interactive Systems (TIS)
Tata Interactive Systems (TIS) is a global pioneer in e-learning, with some 16 years experience in designing and developing innovative and cutting-edge e-learning solutions. TIS is a part of the $22 billion Tata Group – one of the largest and most trusted business conglomerates in India.
TIS employs a global team of some 950 multi-disciplinary specialists – a unique mix of project managers, software engineers, instructional designers, content developers, visual designers and animators. Its service bouquet includes Simulations, Systems Training, New Hire Training, Business Processes and Skills Training, Regulatory and Compliance Training, Sales and Customer Service Training, Adaptive Assessments, Story-based Learning Objects, M-Learning and EPSS. TIS also has a K–12 maths practice and a K–12 content practice, as well as having substantial experience in developing learning content and tools across keystages and subject areas.
Powered by creative talent, sound processes and technological excellence, TIS has developed e-learning solutions for more than 350 clients – including 50 Fortune 500 companies – across the US, the UK, Australia, Mainland Europe, Japan, UAE, Canada and India. Its client roster includes leading corporations, renowned educational institutions and government bodies such as American Airlines, British Airways, Citibank, Colgate-Palmolive, ExxonMobil, GE, GlaxoSmithKline, HP, McGraw-Hill, ntl, Orange, Pearson Education, Qantas, Qwest, Royal Mail, Swiss Re, UNICEF, University of Phoenix, University of Maryland and Vodafone, along with Hodder, Oxford University Press, Granada Learning, Nelson Thornes, Research Machines PLC, Compass Learning, Florida Virtual School, Harcourt, Prentice Hall and, in the government sector, BECTA, UFI and DODEA
Apart from holding ISO 9001 certification, TIS is the only e-learning organisation in the world to be assessed at Level 5 in both the SEI-CMM and P-CMM frameworks. TIS’s quest for excellence is reflected in numerous prestigious industry awards, including a Silver Brandon Hall Excellence in Learning Award 2005 and 2004, APEX 2005 Award of Excellence, BETT 2004 Best Product Award, and two Business World–NID Design Excellence awards.
About the Tata Group
The Tata Group, established in 1904 by the great visionary Jamsetji Tata, is one of India’s largest and most trusted business houses. The group pioneered the industrial revolution in India by founding the first steel plant, power plant and chain of luxury hotels, to name but a few.
The Group employs more than 220,000 people in 93 companies across diversified industry sectors including steel, automobiles, cement, telecom and IT. Generating revenues to the tune of $22 billion per year – some three per cent of India’s total GDP – it is recognised as a leader in several industry segments such as such as steel, power, software exports and chemicals. It is also the parent company to Tata Consultancy Services (TCS), Asia’s largest software producer.
Alan Samuel, Tata Interactive Systems, 00 44 20 7905 0156