Staffware and Cap Gemini Ernst & Young collaborate to deliver business process management platform to Mapfre

Staffware tightens managed insurance claims process to improve customer service Staffware has announced that it is working with Cap Gemini Ernst & Young to implement a new generation of claims processing systems at Spanish insurance giant, Mapfre Seguros Generales.

The Staffware Process Suite will not only enable Mapfre to operate an improved business model within its insurance business, but will create specific application templates to handle claims management issues. Mapfre handles all insurance claims internally, but tougher industry requirements have meant that it needs to ensure all related processes are of the highest quality.

Therefore, for the first time, the managed claims are being conducted by Business Process Management (BPM), enabling Mapfre to combine high quality customer services with cost reductions through improved internal productivity and increased operational effectiveness.

"We consider Staffware to be the key technology platform in the market. For this reason, the implementation of our claims system on Staffware will allow us to provide, and guarantee, a quality of service to the customer that is unrivalled in the market," said Juan Manuel Aguas, Director of Technology of Mapfre Seguros Generales.

Says Mark Ehmke, managing director of Staffware SA, "Managed Claims, which involves the organisation of, for example, remedial repair work, rather than simply the paying out of a claim, is a far more demanding process. For Mapfre`s specific claims management requirements, we have adapted our platform specifically, ensuring that its processes are streamlined to improve its business. Staffware`s BPM Process Framework can deliver reduced costs and improved customer service by making internal processes more efficient and productive. "

Staffware has worked closely with its partner, Cap Gemini Ernst & Young, and Mapfre to develop the bespoke functionality required. Cap Gemini Ernst & Young will implement the suite and a standard managed claims process framework will be rolled-out to customers internationally.