The problem
Home claims volume rises sharply with every weather event, and the internal team was sized for average volume, not for peaks. The result was delays concentrated exactly when the end customer is most sensitive.
The insurer's internal policy requires that claims data, which includes sensitive information, does not leave the European Economic Area. That ruled out the offshore model they had assessed with other providers.
What we did
Corpshore built an onshore team inside Spain, with data residing in the European Economic Area at all times and no need for international transfer instruments.
The team processes documentation, validates cover against the policy and prepares the file for loss adjustment, with full traceability of every action. Cases needing technical judgement are escalated to the insurer's internal team with the file already complete, which is where the real time was being lost.
Capacity was agreed in two tiers: a stable base, plus a reserve activated on 72 hours' notice for weather events.
Team shape
Twelve claims handlers working hybrid and two team leaders, with a surge reserve available for peaks.
Timeline
A 30-day pilot on one product line, a phased six-week transition, and full operation in the fourth month.
Data handling and compliance
Exclusively onshore delivery in Spain: data stays within the European Economic Area at all times, and no standard contractual clauses apply because there is no international transfer. Data processing agreement signed, with role-based access control and auditable access logging.
Results
- -29 %
- Average processing time
- -64 %
- Files missing deadline
- -31 %
- Cost per file
- -52 %
- Escalations with incomplete files
Measured on complete files end to end.
Previously concentrated in the weeks after weather events.
Against the equivalent internal cost, including idle capacity off peak.
The internal team receives the case ready to decide.
Figures relate to the period stated in each case and depend on each client's starting point.
We needed to absorb the peaks without moving a single record outside the European Union. That condition eliminated almost every provider we looked at.