Automated claim acceptance + processing — £123M outlay handled.

Business requirements & challenges

Business requirements & challenges

Following an OFWAT investigation, Southern Water needed to pay back claims to existing and historic customers within a deadline set by the regulator. The expected outlay was £123 million.

• Validate every claim against customer history without manual review
• Integrate seamlessly with SAP IS-U + SAP CRM
• Deliver inside three months to avoid regulator penalties
• Self-service portal so customers could submit and track claims directly

Solution

Solution

Built on Xpertnest's e.IQ platform: pre-built agent templates for the customer portal, a configurable rule engine validating customer / property / contact / address records, and workflow management for the claim team. Auto-validated claims pass straight through to SAP for payment; exceptions are routed to a human operator with all evidence attached.

• Rule-engine validation across customer, property, location, contact, and address data
• Workflow management with auto-acknowledgement and templated communications
• Bi-directional SAP IS-U + CRM integration for payment posting
• Customer portal: claim form, status tracking, secure login, document upload

Business benefits

Business benefits

24×7 automated claim processing. The solution saved Southern Water from a regulatory penalty of £123M and substantially reduced manual headcount in the claims operation.