Travel Insurance Claims Centre of Excellence Pioneering Innovation
Latest System Build Performance*
90%+
Overall Customer
Process Satisfaction
-57%
Telephone Service
Time Reduction
-59%
Online Service
Time Reduction
<1%
Less Than
1% Leakage
The Challenge
We identified that the existing travel claims
sector was without innovation and presented
an opportunity for market disruption.
Furthermore, we recognised that delivering
an innovative best-in-class solution at a scale
and complexity to serve the diverse needs of
the travel insurance sector, would also open up
further business opportunity and multiple other
verticals for entry.
Latest System Build Performance*
90%+
Overall Customer
Process Satisfaction
-57%
Telephone Service
Time Reduction
-59%
Online Service
Time Reduction
<1%
Less Than
1% Leakage
The Challenge
We identified that the existing travel claims
sector was without innovation and presented
an opportunity for market disruption.
Furthermore, we recognised that delivering
an innovative best-in-class solution at a scale
and complexity to serve the diverse needs of
the travel insurance sector, would also open up
further business opportunity and multiple other
verticals for entry.
How We Delivered
For the scale and complexity of travel claims,
flexibility and scalability within the design model
were an imperative. All systems and service
delivery was designed to support rapid
customisation and scaling without loss of
customer service quality.
Services are delivered by one of the strongest and
most respected management teams in the
market today.
Rightpath Claims is consistently leading on
innovation, with a pro-active digital roadmap
driving next-level disruption.
“Staff were extremely thorough, fair and
pleasant to deal with. I was very pleased
with the fast resolution of this claim.” - Rightpath Claims Customer Comment
Customer Service
Excellence & Digital
Strategy
Crucially, with decades of travel claims
expertise and an attention to detail,
our claims handlers are dedicated to
delivering a best-in-class
customer experience.
They are supported by Rightpath Claims'
shared commitment to innovation, and
an evolving digital strategy, enabling service
features such as our self-service claims portals
and complex process automation.
What We Delivered
Customer service excellence, NPS score: GREAT
Flexible claims management platform
First to market for automated claim assessments
and validation
Highly scalable claims management model
“Nothing much to add, it was overall a perfect
experience :).” - Rightpath Claims Customer Comment
Innovation Award Recognition
2021 - Excellence in Technology - Service Provider- Finalist
Insurance Times Awards - In recognition of Rightpath Claims' ground-breaking new travel claims platform: providing claims status transparency and reducing assessment time by over 50%, thus addressing the most common customer pain point of time to settlement, resulting in an overall satisfaction score increase to 92%
2021 - Excellence in Technology - Claims (General)- Finalist
Insurance Times Awards - In recognition of Rightpath Claims' ground-breaking new travel claims platform: providing claims status transparency and reducing assessment time by over 50%, thus addressing the most common customer pain point of time to settlement, resulting in an overall satisfaction score increase to 92%
2021 - Best Use of Technology for Customer Experience - Claims (Service)- Finalist
Insurance Times Tech & Innovation Awards - In recognition of Rightpath Claims' ground-breaking new travel claims platform: providing claims status transparency and reducing assessment time by over 50%, thus addressing the most common customer pain point of time to settlement, resulting in an overall satisfaction score increase to 92%
2021 - Technology Innovation of the Year - Claims - Finalist
Insurance Times Tech & Innovation Awards - In recognition of Rightpath Claims' ground-breaking new travel claims platform: providing claims status transparency and reducing assessment time by over 50%, thus addressing the most common customer pain point of time to settlement, resulting in an overall satisfaction score increase to 92%
2021 - Claims Product Solution of the Year - Claims Management - Finalist
Insurance Times Claims Excellence Awards - In recognition of Rightpath’s continued pro-active focus on service innovation and digital enhancement, and specifically the rollout of the new digital self-service travel claims platform, developed for ease of use, and claims process transparency.
2020 - Claims Product Solution of the Year - Claims Management - Finalist
Insurance Times Claims Excellence Awards - In recognition of Rightpath’s delivery of a custom, crisis response claims platform, delivered within just seven days and serving over 140,000 claimants within three months of launch.
2020 - Excellence in Technology - Service Provider - Finalist
Insurance Times Claims Awards - In recognition of Rightpath’s delivery of a custom, crisis response claims platform, delivered within just seven days and serving over 140,000 claimants within three months of launch, and with over 50% of claims fast-tracked to repayment via accurate automated validation.
2020 - Best Use of AI - Finalist
Insurance Times Tech & Innovation Awards - In recognition of Rightpath’s delivery of a custom, crisis response claims platform, delivered within just seven days, and with over 50% of claims fast-tracked to repayment via accurate automated validation.
2020 - Best Use of Technology for Customer Experience - Claims (Supplier) - Finalist
Insurance Times Tech & Innovation Awards - In recognition of Rightpath’s delivery of a custom, crisis response claims platform, with over 50% of claims fast-tracked to repayment via accurate automated validation for the shortest possible claims lifecycles and an optimal customer experience.
2020 - Claims Innovation of the Year - Outsourced Partner - Finalist
Insurance Post Claims and Fraud Awards - In recognition of Rightpath’s delivery of a custom, crisis response claims platform, delivered within just seven days and serving over 140,000 claimants within three months of launch.
2019 - Insurtech Initiative of the Year - Finalist
ITIJ Awards - In recognition of the development of ATICS, Rightpath's pioneering and flexible claims platform which was first to market in successfully applying AI-driven automation to [travel] claim assessments (in 2007) for shorter claim lifecycles and an enhanced customer experience.
2019 - Best Use of AI - Claims - Finalist
Insurance Times Tech & Innovation Awards - In recognition of the development of ATICS, Rightpath's pioneering and flexible claims platform which was first to market for AI-driven automation to [travel] claim assessments (in 2007) for shorter claim lifecycles and an enhanced customer experience.
2014 - Claims Technology Initiative of the Year - Finalist
Insurance Times Claims Excellence Awards - In recognition of the development of ATICS v.2, for [travel] claims automation, driving claim setup accuracy and giving claimants an immediate online decision on their claim, in real-time, 24hrs a day, 7 days a week.
2014 - Claims Innovation of the Year - Finalist
The Claims Awards - In recognition of the development of ATICS v.2, for [travel] claims automation, driving claim setup accuracy and giving claimants an immediate online decision on their claim, in real-time, 24hrs a day, 7 days a week.
2010 - Best Business for Innovation - Commended
HSBC South London Business Awards - In recognition of the development of ATICS and ATICS Advanced, Rightpath's pioneering and flexible claims suite, which was first to market in successfully applying AI-driven automation to [travel] claim assessments (in 2007). Together, ATICS and ATICS Advanced automate many of the complex functions of setting up and resolving a claim, for the claimant and the claims handler, for a faster, more efficient claim lifecycle.
Customer Service Award Recognition
2021 - Claims Service Solution of the Year - Claims Management - Finalist
Insurance Times Claims Excellence Awards - In recognition of Rightpath’s continued pro-active focus on service innovation and digital enhancement, and specifically the rollout of the new digital self-service travel claims platform, a critical step towards 100% claim automation.
2020 - Claims Service Solution of the Year - Winner
Insurance Times Claims Excellence Awards - In recognition of Rightpath’s delivery of a custom, crisis response claims platform, delivered within just seven days and where over 50% of claims were fast-tracked to repayment via accurate automated validation for rapid settlement.
2011 - Best Business for Customer Service - Finalist
HSBC South London Business Awards - In recognition of the delivery of a web-based claims platform, with dedicated support for mobile users, a pioneering, first-to-market approach to full, online claims submission.
2011 - Best Business for Customer Service - Commended
Barclays Croydon Business Awards - In recognition of Rightpath's focus on delivering outstanding customer service, and the first-to-market rollout of a web-based [travel] claims platform, with dedicated support for mobile users, for online claims submission.
Business Award Recognition
2013 - Best Small Business - Finalist
Barclays Croydon Business Awards - In recognition of Rightpath Insurance Solutions successful, rapid and sustainable growth, scalability and its commitment to innovation in the sectors it serves.
2013 - Real Life Entrepreneur - Highly Commended
Barclays Croydon Business Awards - In recognition of the entrepreneurial vision and achievements of Rightpath Insurance Solutions' founder, Andrew Commins for Rightpath's flexible and highly scalable business model.
2010 - Best Small Business - Finalist
HSBC South London Business Awards - In recognition of Rightpath Insurance Solutions sustainable growth strategy, route to market and demonstrated technical innovation capacity for advances in insurance customer experiences.
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