Sedgwick clinches Asian Experience Awards 2024 for claims management platforms

The tools have brought improved customer experience, greater transparency, faster claim close times.

Claims management leader Sedgwick took home the win as the Singapore Digital Experience of the Year - Business Insurance at the coveted Asian Experience Awards 2024 for its digital platforms Smart.ly and ViaOne that have transformed the claims process.

Smart.ly is a flexible, application programming interface (API)-based platform that allows claimants to easily notify losses online using custom-built forms. Designed to address a range of high-volume incidents or claims events, the platform integrates advanced technology – including real -time system interactions, artificial intelligence (AI), optical image analysis and intuitive scripts – behind the scenes to simplify the intake process.

Its AI and automation capabilities take the approval process for a claim from days to seconds and connected APIs allow Smart.ly to quickly ingest and share information between many sources, including weather data, traffic data, policy databases, and watchlists for fraud detection. The API-based architecture also allows the platform to be integrated with clients’ in-house risk management systems.

Meanwhile, ViaOne is Sedgwick’s configurable secure web portal that allows insurers, corporates, and brokers to view details and real-time updates of their claim's portfolio. Since the data is drawn directly from the adjusters’ claims management system, any updates by the adjusters are immediately reflected.

Corporate policyholders or self-insureds can use ViaOne to keep track of their claims with access to both their live and historical claims, coupled with self-serve reporting tools, enables insureds to draw insights that may help them improve their risk management programme. This is particularly useful for companies that have offices in multiple locations or countries, but do not have a consolidated claims information repository with real-time updates.

The company has developed these digital tools to address aspects of claims management — availability of information and services, timeliness, accuracy, transparency, and discretion of information.

By offering its digital tools to all stakeholders, Sedgwick’s platforms also provide a way to ingest, process and organise claims data in a way that can be used to retrieve valuable insights, such as by providing more accurate risk profiles or better risk management input.

“With decades of experience, data, and vast claims knowledge, Sedgwick is uniquely positioned to combine digital and data science for innovation in claims management. Our integrated digital solutions show the impact of relevant, rapid data for faster, more accurate, and more transparent claims decisions,” the company said.

The insurance industry has yet to fully embrace technology, but is working to close this gap. Sedgwick is a major contributor in this endeavour, as it relentlessly finds new and better ways to do what it does best: manage claims. 

The Asian Experience Awards recognises the ingenious initiatives of creative companies delivering meaningful brand experiences to their stakeholders

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at [email protected].