BPR-By Enhancing Customer Engagement: Case Study of Vehicle Insurance Request Process

The growth of motor vehicle ownership has greatly increased over the past few years. This increase in ownership has been precipitated by factors like increased income and better standards of living. Moreover, there have been technological advancements that have led to the emergence of low-cost vehicles. Changing customer preferences have further made made more people uncomfortable with public transporting, thus, opting for personal vehicles. With the increase in vehicle density, there has been a corresponding increase in accidents and risks related to road usage. One way in which most users have decided to transfer the risks associated with motor vehicle use has been through the use of insurance companies. However, insurers on the other hand have faced difficulties in Insurance Request Processes since there have been cases of fraudulent claims as well as clients complaining about long and tedious business processes when dealing with insurance companies. This factor has led to the adoption of more effective methods in which business processes can be sped up while accuracy and integrity is maintained. This article verges to examine how Business Process Requests can enhance customer engagement and examines the case of Vehicle Insurance Request Process Re-engineering using Bizagi, while giving recommendations on how the system can be improved to enhance more efficiency while cutting down the cost and time of the overall Insurance Process.