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Case Study

Refund Solutions

!00% Online Ticket Refunds

Services Delivered:
  • Service Design
  • 100% Online Service
  • Claims System
  • Contact Centre
  • Web Front-End
  • Claims Management

The Challenge

Our client was unhappy with existing solutions in market and sought a fully online, multi-lingual, global solution for ticket refund claims, one which was able to scale rapidly as required.

The solution was to be run for 5 years before being transitioned to its replacement by the client as an in-house solution capable of replicating the former solution's established approach.

Services Delivered:
  • Service Design
  • 100% Online Service
  • Claims System
  • Contact Centre
  • Web Front-End
  • Claims Management

The Challenge

Our client was unhappy with existing solutions in market and sought a fully online, multi-lingual, global solution for ticket refund claims, one which was able to scale rapidly as required.

The solution was to be run for 5 years before being transitioned to its replacement by the client as an in-house solution capable of replicating the former solution's established approach.

Girl applying for ticket refund via smartphone.

How We Delivered

We began by identifying key in-house expertise to lead on both service design and operational delivery. Our development team created a scalable, multi-lingual claims solution, in close consultation with Operations, to ensure a bespoke, best-in-class customer experience within just 6 weeks.

“A very quick and efficient service and lovely staff. Thank you for sorting out my claim so quickly.”
- Refund Solutions Customer Comment
Girl applying for ticket refund via smartphone.
Close up of vintage chrome microphone.

What We Delivered

  • Reduced Claims Fee by 20%
  • Average Customer Satisfaction: 94.8%*

“Overall the service was very easy and clear instructions provided when necessary. Keep up the good work!”
- Refund Solutions Customer Comment
Close up of vintage chrome microphone.

Innovation Award Recognition

Claims Product Solution of the Year Finalist Badge
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%
Claims Product Solution of the Year Finalist Badge
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%
Claims Product Solution of the Year Finalist Badge
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%
Claims Product Solution of the Year Finalist Badge
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%
Claims Product Solution of the Year Finalist Badge
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.
Claims Product Solution of the Year Finalist Badge
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.
Excellence in Technology - Service Provider Finalist Badge
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.
Best Use of AI Finalist Badge
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.
Best Use of Technology for Customer Experince - Claims (Supplier) Finalist Badge
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.
Claims Innovation of the Year - Outsourced Partner Finalist Badge
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.
Insurtech Initiative of the Year Finalist Badge
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.
Best Use of AI - Claims - Finalist Badge
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.
Claims Technology Initiative of the Year Finalist Badge
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.
Claims Innovation of the Year Finalist Badge
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.
Best Business for Innovation Commended Badge
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

Claims Service Solution of the Year Finalist Badge
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.
Claims Service Solution of the Year Winner Badge
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.
Best Business for Customer Service Finalist Badge
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.
Best Business for Customer Service Finalist Badge
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

Best Business for Customer Service Finalist Badge
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.
Real Life Entrepreneur - Highly Commended Badge
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.
Best Small Business Finalist Badge
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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