“During the procurement stage, Lodestone stood out for us as, just like TuGo, they had demonstrable expertise in the travel claims space. We were particularly drawn to their expertise and knowledge in automated integrations with all the major USA medical networks – this is important to us from a business efficiency and cost containment perspective as we see a lot of high value medical claims from the USA, but also critical from a customer experience prospective because this connection facilitates cashless transactions for in network customers.
We selected them because their system is modern, intuitive, and very efficient, with all the features we wanted to see in a one stop shop. The implementation process was incredibly smooth for a project of this magnitude, and the Lodestone team was highly responsive and very solutions oriented. Our dedicated project team helped us to comfortably navigate what could have been a gruelling endeavour. We only make technology changes of this size once in a decade or more, so our understanding of how and where to even begin was limited – the Lodestone team guided us through step by step, checking in and clarifying our needs, until we achieved the best possible results for our complex issues.
Now that we have completed our implementation – on time and on budget, I might add – we are seeing an even better outcome than we anticipated. After only a few months, we are already experiencing the ways that our partnership with Lodestone is transforming our business on many levels, making scalable growth a reality for us. Training for our teams has been simple as the system is incredibly user friendly. The AI is beyond anything we could have hoped for – we are seeing turnaround times that we have never been able to achieve. Even our most optimistic estimates could not have predicted the operational savings in both time and resourcing. The depth of the AI integrations in every stage of the claim process will also improve loss ratios as the system picks up and presents scenarios that a human examiner may have missed. And we now have our own long-term dedicated resource team who quickly and knowledgeably answer our day-to-day questions as they arise.
What has stood out the most is that Lodestone treats us like we are their only client. They are attentive and responsive, and they genuinely want our business to grow and succeed. What we sought was an external vendor – what we received was a partnership with like-minded experts who have our best interests as their primary focus.”
“In the recent months, we have partnered with Lodestone to change the claims platform that we have had in our business and to really choose something that’s modern, efficient, and enables us to deliver an incredible customer experience to our travellers.
Lodestone has been a partner that’s worked with us all the way and continue to work with us as we look to optimize the features that have already been delivered and we chase future AI and automation opportunities.
We are super excited to be on this journey with Lodestone and the experience has been nothing but the best, and we are also excited to see what that does for our customers as we increase the straight-through claims that go to customers and decisions are made with robust controls, good judgment, and great settlements.”
Hollard is one of Australia’s largest general insurers. It is known as “the brand behind the brands.”
“Hollard prides itself on rapid innovation and customer service. Lodestone have been a terrific partner of ours on our journey. They have enabled us to grow our business rapidly by on-ramping new customers quickly and easily, and by providing a very good travel insurance claim system for our business. They develop rapidly, accurately and with minimal issues. Not only are they able to deliver what we ask for, they are proactive and bring with them market leading ideas and capabilities, such as in claims automation and machine learning.”
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