Claims management done right.
A case study with
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The brief The issue at heart
Proximo is a leading Claims Management Company within the UK.

As a company Proximo are constantly striving to look for innovative solutions in order to improve the services they provide for their clients.

Keeping customers informed about progress of their claims was seen as an issue that needed to be resolved.

Engaging with customers to provide additional information, allowing claims handlers to progress claims, is key for a claims management company. Proximo identified there were issues with their current processes, requiring customers to send data (such as photos of an incident, or proof of eligibility to drive) via a number of different channels including email and picture messages meaning that their internal teams would have issues with matching up media to claims.

Proximo believed they needed a solution to improve customer engagement as well as their opinion - but over 6 years of searching they still hadn't found a solution that matched what they needed

Our suggestions & development Based on our customers requirements as well our own research
We provided Proximo with a plan to achieve what they needed most

We believed that an app would be the best way to tackle their lack of customer engagement and poor reviews of their service.

The app would have the following features:

  • Must be cross platform
  • Push notifications to alert users of claims progress
  • Will centralise all media reported to Proximo being linked directly to their current systems cases
  • An in app messenger that allows a client ask questions as well as Proximo request more details from a client
  • The ability to take payments directly through the app
  • The ability to sign documents to speed up the hire vehicle lending process
  • A clear list of updates that the case has progressed through so a client is aware of how the case is progressing

After reviewing the capabilities of the current in house systems Proximo had, we decided to create a new web platform that would:

  • Be able to communicate between the app and the portal directly
  • View all media directly as well as be categorised properly
  • Send messages while viewing a cases' progress (singular entry point for Proximo users)
  • Monitor the progress that an app user has made
  • Push updates to Proximos' existing systems
  • Pull changes from Proximos' systems and push relvant updates to users
The result After all was done
4 months on we delivered the first phase

All of the features we planned to build were completed, with both iOS and android apps released into their respective stores

The uptake of the app was incredibly high - user satisfaction has increased dramatically, as the service provided by Proximo has improved

Reviews of Proximo have increased online - a factor allowing them to tender for more business

And their thoughts... In their own words

NXT supported us with the development of a new native iOS and Android app and accompanying web-portal to help our Customers report claims and manage every aspect of their replacement hire vehicle bookings.

The NXT team quickly understood our requirements and blew our expectations entirely out of the water, making an industry leading and completely flawless app. We found NXT to be highly efficient and wholly professional throughout the entire development.

Our app is available on the Apple App and Google Play stores and we’re thrilled with the final product


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