We sat down with Andre Symes, Group CEO of Genasys, to discuss the exciting news of their nomination for the Insurance Times Tech & Innovation Awards 2025 in the “Best Use of Technology For Customer Experience in Claims” category, in partnership with Simplyhealth.
Interviewer: Andre, congratulations on the nomination! The whole team must be thrilled. What does this recognition mean for Genasys?
Andre Symes: Thank you so much. We are absolutely delighted, truly over the moon. This nomination isn’t just a feather in our cap; it’s a powerful validation of the hard work and innovation poured into our platform by every single member of the Genasys team. It’s a moment of immense pride for us all.
To be recognised among such prestigious industry peers at the Insurance Times Tech & Innovation Awards is a significant honour. It underscores our position as a leader in delivering cutting-edge solutions for the insurance industry. This achievement speaks volumes about our commitment to excellence.
Interviewer: The nomination specifically highlights “Best Use of Technology For Customer Experience in Claims.” How does this particular category resonate with Genasys’s core mission?
Andre Symes: This category resonates deeply with our core mission because enhancing the customer experience is at the very heart of everything we do. We believe that technology should serve people, making their interactions with insurance seamless, transparent, and reassuring. Our claims management software embodies this philosophy entirely.
It also highlights the true end-to-end capability of our platform. We’re not just providing a piece of software; we’re offering a comprehensive solution that seamlessly manages the entire insurance policy lifecycle, from initial policy issuance right through to the critical moment of a claim. This holistic approach sets us apart in the market.
Interviewer: You mentioned your claims management software. Can you elaborate on how it simplifies complexity and delivers value?
Andre Symes: Our claims management software is engineered specifically to simplify complexity. It takes intricate, multi-step processes that are often manual and prone to error, and streamlines them into intuitive, automated workflows. This makes life significantly easier for both insurers and their policyholders, which is key to achieving rapid improvements.
Furthermore, our platform dramatically shortens resolution times. What once took days, or even weeks, can now be completed in mere minutes. This speed is not just about operational efficiency; it directly translates into a superior customer experience, getting funds into the hands of those who need them faster and more effortlessly. Ultimately, our claims management software delivers real, measurable value to our clients through these tangible benefits.
Interviewer: Let’s talk about the Simplyhealth case study. What was the specific problem they faced that your claims management software helped to solve?
Andre Symes: The Simplyhealth case study is a fantastic example of what can be achieved through true collaboration and innovative technology. Simplyhealth, as a leading healthcare company, is deeply committed to making healthcare access easier for its customers by removing cost barriers and helping them make confident choices.
However, they faced a significant operational challenge with their legacy claims process. It was a system that had grown organically over time, becoming slow, highly manual, and resource-intensive. This created bottlenecks and inefficiencies within their operations, leading to a process that typically took anywhere from three to five days per claim.
Interviewer: What were the key pain points for Simplyhealth’s customers and staff due to this manual process?
Andre Symes: The manual dependency meant that scaling operations to meet growing customer numbers became increasingly difficult and costly. As their customer base expanded, this process became unsustainable, leading to frustrating delays for customers awaiting reimbursement. This also resulted in rising operational costs due to the labour involved, and a higher risk of errors in data entry and processing.
Customers and staff alike experienced frustration due to a lack of real-time visibility into claim status. Policyholders often had to call in for updates, and staff spent valuable time chasing information rather than focusing on more complex cases or providing empathetic customer service. The repetitive, time-consuming tasks also impacted employee morale and overall productivity.
Interviewer: So, how did Genasys’s claims management software specifically address these challenges for Simplyhealth?
Andre Symes: Simplyhealth recognised that to meet modern customer expectations for speed and convenience, a fundamental shift was required. Our claims management software was brought in to completely transform this outdated process. The aim was ambitious: to automate as many manual steps as possible, drastically reduce turnaround times to minutes, and free up Simplyhealth’s valuable staff to focus on more meaningful interactions.
Most importantly, Simplyhealth needed a solution that could scale efficiently with their growth, significantly cut down on errors, and deliver a consistently faster, simpler, and more transparent experience for their policyholders. Our claims management software provided the robust, flexible framework needed for this comprehensive digital transformation. We worked hand-in-hand with Simplyhealth to understand their unique workflows and customise our claims management software to their exact requirements.
Interviewer: The results you’ve shared are truly impressive. Can you highlight the most significant improvements in claims processing time and automation rate?
Andre Symes: The results have been nothing short of phenomenal, truly exceeding expectations. Over one million Simplyhealth customers have now directly experienced the benefits of a claims journey transformed from top to bottom. Their feedback has been overwhelmingly positive, reflecting a genuine improvement in their experience.
What once took days for a claim to be processed now takes less than five minutes. This speed is a game-changer, ensuring policyholders receive their reimbursements almost instantly, which significantly improves their access to healthcare. Our claims management software enabled a staggering 99.8% reduction in claims processing time, bringing the overall average processing time down to an incredible 0.83 days.
Crucially, over 80% of claims are now processed without any human intervention whatsoever. This straight-through processing is a testament to the power and accuracy of our automated claims management software, freeing up staff for more complex tasks and higher-value work. The automation rate for standard health claims soared from a baseline of 0% to over 80% within a year, highlighting the immediate impact of our solution.
Interviewer: Beyond speed and automation, what about the financial and customer satisfaction impacts?
Andre Symes: Financially, we’ve seen an estimated 30% reduction in claims handling costs for Simplyhealth. This substantial saving is a direct result of increased automation and reduced manual effort, optimising their operational expenditure. Year-on-year comparisons show a remarkable 28.6% reduction in operational expenditure related to claims, demonstrating the tangible return on investment that a sophisticated claims management software solution can deliver.
Customer satisfaction, as reflected in their Trustpilot score, rose significantly from 4.2 to 4.5. This improvement is a direct indicator of the enhanced customer experience driven by faster payouts and clearer communication. While specific NPS and CSAT figures are commercially sensitive, there was a clear and measurable increase in both, directly attributable to the improved claims experience. Policyholders feel more valued and supported.
Interviewer: And what about error reduction? That’s a critical aspect of claims processing.
Andre Symes: Absolutely, accuracy is paramount. Our claims management software has dramatically reduced errors. Their error rate plummeted from 9.1% down to less than 1%. This near-elimination of errors means fewer follow-ups, less rework, and a more reliable process for everyone involved. These metrics truly demonstrate the profound impact of effective claims management software. It’s not just about technological efficiency; it’s about creating a more human, responsive, and trustworthy insurance experience.
Interviewer: This clearly demonstrates the depth of your claims solution. Can you elaborate on the key functionalities of Genasys’s claims management software that enable such results, starting with lifecycle management?
Andre Symes: Certainly. The robust capabilities of our claims management software are what underpin these fantastic results. We’ve designed it to be truly comprehensive, covering every aspect of the claims journey. Our claims management software offers full lifecycle management, meaning it handles all stages, from the very first electronic First Notification of Loss (eFNOL) right through to the final settlement. This end-to-end capability is crucial for seamless operations, whether a settlement is automated or requires manual intervention.
The eFNOL functionality is particularly crucial in today’s digital world. It allows for instant claims initiation, meaning customers can submit their claim details quickly and easily, automating the kickstart of the entire process. This benefits both customers, who appreciate the speed and convenience, and adjusters, who receive immediate, structured information. It sets the tone for a swift and efficient claims journey from the outset.
Interviewer: How does your system handle the actual settlement process, both automated and manual?
Andre Symes: Our system supports both automated and manual settlements. For straightforward claims, instantaneous payouts are driven by custom workflows and rules-based automation, ensuring rapid resolution without human touch. This is where much of the efficiency gains come from.
However, we understand that not all claims are simple or fit a standard automated path. When specific circumstances require human oversight or complex decision-making, claims can be handled manually, with full audit trails and support tools to guide the process. This flexibility is a hallmark of our claims management software, ensuring all claims are managed appropriately.
Interviewer: Data visibility and security are vital. How does your claims management software ensure comprehensive tracking and secure operations?
Andre Symes: We provide comprehensive claims history and tracking. Every single update, piece of documentation, and decision made throughout the claim’s lifecycle is meticulously logged. This creates a full, immutable audit trail, ensuring complete claim status visibility at all times, for both internal teams and, where appropriate, for the customer. Transparency is a key benefit derived from this feature of our claims management software.
Furthermore, role-based permissions are integral to maintaining the integrity and security of the claims process. These strict permissions and validation rules prevent procedural errors or unauthorised transactions. This ensures that only authorised personnel can perform specific actions, reducing risk and enhancing compliance within the claims management software environment. It adds a crucial layer of control and accountability.
Interviewer: What about document handling and leveraging advanced technologies like AI for claims?
Andre Symes: Document management is another core strength. Our system automatically reads, stores, and associates all relevant documentation with each claim. This includes customer-submitted documents and system-generated correspondence. This automated document handling eliminates manual filing, reduces the risk of lost paperwork, and ensures that all necessary information is readily accessible when needed, streamlining the claims management software workflow.
For enhanced security and efficiency, our claims management software integrates seamlessly with ecosystem partners. This enables advanced capabilities like sophisticated fraud detection algorithms and AI in insurance-driven claims analysis. These integrations allow insurers to leverage external expertise and cutting-edge technology to identify suspicious patterns and make more informed decisions, further strengthening the capabilities of our claims management software.
Interviewer: Beyond these core features, what other unique functionalities does Genasys offer within its claims management software?
Andre Symes: Our bespoke claim configuration, accessible through our intuitive configuration studio, is a powerful tool. It allows clients to set up highly customized claim journeys based on their internal workflow needs. This means the platform adapts to the insurer’s unique operational processes, rather than forcing them to adapt to the software. This level of customisation is a significant differentiator for our claims management software.
We also offer claim float management directly within the Genasys platform. This allows for controlled fund management relating to claim payments, ensuring financial accuracy and compliance. This feature provides a clear overview and control over allocated funds, preventing overpayments and ensuring efficient financial reconciliation. Finally, our robust vendor management functionality allows for the comprehensive library management of third-party vendors, like solicitors and repair garages, streamlining coordination. Our catastrophe code management also provides critical capabilities for reporting and analytics, ensuring our claims management software is truly comprehensive.
Interviewer: It sounds like a truly end-to-end solution. What’s next for Genasys in the claims management software space?
Andre Symes: Our journey in the claims management software space is one of continuous evolution and innovation. We are never complacent, always looking for ways to enhance and expand the capabilities of our platform. Our core focus remains steadfast: simplifying complexity, accelerating resolution times, and delivering even greater value to our clients. We believe that the future of insurance hinges on these principles.
We are actively exploring advancements in artificial intelligence and machine learning to further automate decision-making, predict outcomes, and enhance fraud detection within our claims management software. The goal is to move towards even more proactive claims management, where potential issues can be identified and addressed before they impact the customer. This predictive capability is a key area of development for us.
We are also committed to deepening our integration capabilities, ensuring our claims management software can seamlessly connect with an even wider ecosystem of partners and emerging technologies. This open architecture approach allows our clients to build truly bespoke and future-ready insurance operations, leveraging the best tools available in the market. It’s about providing choice and flexibility to our partners.
Our vision is to empower insurers with the tools to offer truly exceptional customer experiences throughout the entire insurance policy lifecycle. Claims are often the moment of truth for policyholders, and we want to ensure it’s a positive one, reinforcing trust and satisfaction. We’re incredibly excited about the future and are always looking for ways to push the boundaries of what claims management software can achieve. The industry is evolving rapidly, and we intend to lead that charge.
We will continue to listen closely to our clients and the market to ensure our development roadmap aligns with their evolving needs. Our commitment to innovation is unwavering, driven by a desire to create a better insurance world. Fingers crossed for the big night at the awards! Regardless of the outcome, this nomination is a fantastic recognition of our team’s dedication and the impact our claims management software is making.
