Optimized insurance claim reimbursement lifecycle post accidents

Zoomcar is India’s first and leading self-drive urban commute company, funded by the Ford
Motor Company, Mahindra & Mahindra, Sequoia, and others.

Zoomcar, operating with its fleet of cars, routinely purchased insurance for each new vehicle, paying monthly premiums with the expectation of coverage in the event of accidents. However, this practice did not yield the anticipated results. Over the past three years, numerous claim reimbursements have been rejected, delayed, or only partially reimbursed, resulting in significant financial strain for the company.

• Orchestrated collaboration among over 10 cross-functional teams, comprising both in-office and remote members, to enhance process efficiency from end to end.

• Designed and implemented workflows within Freshdesk to enforce accountability and Time-to-Resolution (TAT) standards across the eight stages of the cycle.

• Facilitated training sessions for end-users and distributed comprehensive process documentation to ensure seamless adoption of new workflows.

• Established automated reporting mechanisms to monitor the daily progress of accident cases.

• Successfully reduced timelines by a significant amount within a span of six months.

• Notably accelerated the release of repaired cars from garages, resulting in a noticeable improvement in car availability.