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Case Study

Sentry Solutions

Bespoke Accident & Health Claims Solutions

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

Accident & Health (A&H) and corporate travel market claims agencies disappeared due to acquisition. As a result our client could not find a solution that fully met their operational needs.

We leveraged our experience and service design expertise to become subject matter experts in new and complex claim types, including: Personal Accident, Income Protection, Hospital Cash Plan, Dental and Corporate Travel.

Latest System Build Performance*
95.7%+
Average Customer
Satisfaction
-57%
Telephone Service
Time Reduction
-59%
Online Service
Time Reduction
<1%
Less Than
1% Leakage

The Challenge

Accident & Health (A&H) and corporate travel market claims agencies disappeared due to acquisition. As a result our client could not find a solution that fully met their operational needs.

We leveraged our experience and service design expertise to become subject matter experts in new and complex claim types, including: Personal Accident, Income Protection, Hospital Cash Plan, Dental and Corporate Travel.

Mother with child.

How We Delivered

We partnered with the client to deliver a tailored service, supporting the run-off of their large-scale Accident and Health (A&H) book, which included PA, IP, HCP and Dental claims, with their support for knowledge transfer into our existing operations team.

We realigned the website and systems to support all new verticals. Ultimately, delivering a new and distinct claims brand to support the specific needs of these particular segments.

“Very friendly and kind staff, Sentry Solutions are amazing and have helped so much. Thank you.”
- Sentry Solutions Customer Comment
Mother with child.
Woman smiling whilst making a heart with her hands

What We Delivered

  • Established New Claims Expertise in Personal Accident, Income Protection, Hospital Cash Plans, Dental and Corporate Travel
  • Fully Customisable Claims Management Model Primed for Further Claim Types
  • Developed to the Lloyd's and London Market Standard
  • Average Customer Satisfaction: 95%*

“Particularly helpful. Made an outstanding effort to get the claim settled quickly.”
- Sentry Solutions Customer Comment
Woman smiling whilst making a heart with her hands

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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