A mobile application for claims processing and analysis : a case study of motor insurance
Date
2016
Authors
Sambu, Angela Cherobon
Journal Title
Journal ISSN
Volume Title
Publisher
Strathmore University
Abstract
Insurers experiencing higher than permissible loss ratios are sometimes victims of
fraudulent claims filed by their customers. Insurance claim process can also be long and tedious
for the insured parties, especially with insufficient evidence provided for investigation to the
insurer. These are some of the concerns that the current insurers face since it affects their
financial health in case they settle fraudulent claims. Claims management is therefore a major
concern in the insurance industry since it is likely to impact on business performance. Insurance
companies are therefore embracing new strategies in making processes and procedures more
efficient in terms of time and costs. Most insurance company customers are also unaware of
the process followed in case of an accident and the information they need to gather at the scene
of the accident, to be presented as part of the accident report. This research sought to identify
the current solutions employed by insurance companies and customers within the country in
case of a motor accident; as well as review mobile architectures, models and systems developed
by other researchers for motor insurance claims processing, and to develop a mobile application
that resolves recognised issues. The study that took place included 97 respondents comprising
of insurance company personnel that handle claims processing and motor insurance
subscribers. The survey results indicated clear limitations and inaccuracies in the current claims
management process followed by insurers in Kenya. As a result of these limitations, it was
clear that there was need for a mobile application to initiate claims processing and have these
filed claims easily accessed by the insurance companies. The mobile application that was
proposed and developed as a result of this research was found to be a reliable tool that could
be used by insurance customers especially for collecting more accurate data at the scene of a
motor accident as well as for reporting to the insurance companies the accident details. The
speed of reporting accident details to the insurance companies was found to be greatly
improved as a result of using the mobile application since details of the accident could be sent
even at the scene of the accident.
Description
A dissertation submitted in partial fulfillment of the requirements for the Degree of Master of
Science in Mobile Telecommunication and Innovation (MSc. MTI)
Keywords
Insurance, Motor insurance, Mobile application, Claims processing, Analysis, Mobile technology