INSURANCE·SERVICE & CLAIMS·June 30, 2026

Prudential Insurance Philippines — Service & Claims Automation

Prudential Insurance Philippines
SOLUTION
Service & Claims Automation, Omnichannel CRM
Client
Prudential Insurance Philippines
Industry
INSURANCE
Solution
Service & Claims Automation, Omnichannel CRM
80%
SLA Breach Reduction
1M+
After-Sales Tickets Annually
15,000+
SLA-Bound Claims per Year
300+
Service Representatives
THE CHALLENGE

The Challenge

Executive Summary

Prudential Insurance Philippines partnered with SimpleCRM to dismantle operational silos and modernize their after-sales and claims management. The company reduced ticket SLA breaches by 80%, empowered over 300 service representatives, and now manages over 1 million after-sales tickets annually.

The Challenge

  • Siloed Solutions: Existing tools for After-Sales and Claims management were disconnected.
  • Inconsistent Customer Experience: Lack of a centralized view made it difficult to maintain service quality.
THE SOLUTION

How SimpleWorks Helped

The SimpleWorks Solution

  • Omnichannel Service Automation unified various communication channels.
  • Core System Integration with policy administration systems via REST APIs.
  • Tailored CRM Workflows to streamline After-Sales and Claims processes.
RESULTS

Transformation Achieved

Project Highlight

A reduction in ticket SLA breaches by 80% alongside significant improvement in overall Turn-Around Time (TAT).

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