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Case Study

Rightpath Claims

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.
Aeroplane flying above palm trees

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
Aeroplane flying above palm trees
Two women drinking coffee

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.

Two women drinking coffee
Image of the Colloseum

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
Image of the Colloseum

Innovation Award Recognition

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.
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.
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 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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