Customer Story

Challenges

As the insurer scaled operations, the claims team became responsible for some of the most complex, time-sensitive, and high-impact workflows in the organization. Yet their contributions often went unseen, uncelebrated, and unsupported by technology. Leadership needed a structured, automated way to highlight impact, reinforce accuracy, and motivate consistent high performance.

• Underappreciated task complexity: Claims processors handled intensive verification, document checks, fraud assessment, and SLA-bound tasks daily. Despite the critical nature of their work, these efforts lacked recognition from leadership.

• No visibility into task completion milestones: Targets such as daily claim closures, accuracy benchmarks, and fraud detection wins were not tracked or celebrated, creating a disconnect between effort and acknowledgment.

• Lack of integrated workflows: The claims system operated in isolation, meaning operational achievements—like clearing backlogs or processing high-value claims—did not trigger recognition or rewards.

• Disjointed automation for major milestones: Even significant accomplishments such as zero-audit claims, accuracy streaks, or exceptional fraud prevention were not auto-recognized due to missing workflow automation.

• Low morale from invisible impact: Because the function was largely behind-the-scenes, claims teams felt undervalued and disconnected from organizational success, decreasing motivation and engagement.

Personas Involved

• Head of Claims Operations: Oversees claim lifecycle efficiency, accuracy, and SLA adherence.

• HR Business Partner: Designs and monitors incentive and reward programs.

• Claims Managers: Track performance and approve recognitions.

• Claims Processors: Execute claim evaluations, verifications, and settlements.

• Customer Service Teams: Support claims and escalate complex cases.

The Solution

To address the visibility gap, boost accuracy, and strengthen claims team morale, the insurer partnered with Xoxoday to build a structured and intelligent recognition ecosystem. The solution transformed daily operations by making achievements visible, measurable, and automated—helping the team feel connected, appreciated, and motivated.

• AI-based recognition automation: Recognition triggers were configured for zero-error processing, high-speed settlements, accuracy streaks, and fraud prevention wins—ensuring achievements were acknowledged instantly.

• Gamified performance contests: Challenges such as “Fastest Processor,” “Zero Error Champ,” and “Fraud Detection Hero” created excitement, healthy competition, and performance-driven motivation across the team.

• Integrated communication feeds: Recognition moments auto-published on internal channels, increasing visibility across departments and celebrating team contributions in real time.

• Real-time data integration: The claims system synced with Xoxoday’s dashboard, enabling instant updates for accuracy, timelines, SLAs, and reward triggers—reducing manual tracking.

• Multi-tier reward options: Agents earned badges, bonuses, and digital rewards redeemable through Xoxoday’s marketplace, supporting personalized and meaningful incentives.

• Continuous performance insights: Managers received automated reporting on accuracy trends, individual performance, recognition distribution, and monthly improvement patterns.

Impact & ROI

• 42% improvement in claims accuracy within six months

• 35% faster average claim settlement time

• 78% increase in employee engagement scores

• 61% rise in peer-to-peer recognition moments

• 92% reward redemption rate

• 3.2M+ recognition and incentive transactions processed

• 4.8/5 average employee satisfaction score from claims processing teams

Conclusion

With Xoxoday’s platform, the insurer transformed claims operations into a culture of recognition, accountability, and excellence. Automated recognition, gamified incentives, and real-time analytics empowered the claims team to work faster and more accurately.  

Within six months, the company achieved a 42% improvement in accuracy, 35% faster settlements, and a 78% rise in engagement—proving that recognition and automation can redefine operational success in insurance claims management.

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