Industry
A policyholder forms a view of an insurer during a single event, typically an adverse one, and almost entirely on the basis of how long it took and how often an explanation was required. X-Shift addresses the two factors that determine that view: the service layer that manages the enquiry and the case, and the assessment step that historically required an individual to travel before any progress could be made.
Claims, settled fasterWhat we do here
Engagements with insurers and brokers concentrate on the claim lifecycle and on the servicing around it. The claim is where the relationship is determined; policy servicing is where it is eroded.
The work is positioned above the core policy and claims systems that the insurer already operates. X-Shift does not underwrite, price risk or adjudicate claims. X-Shift is accountable for the service layer, the evidence trail and the integration with the insurer's systems of record.
A claims service assessment that establishes where elapsed time is spent between first notification and settlement.
A case and channel implementation that provides a single claim record behind the call, the app, the broker and the email.
A remote assessment capability for damage and condition, enabling evidence to be captured without a site visit where attendance is not required.
A managed arrangement in which X-Shift operates first-line claims and policy servicing against agreed measures.
Priority areas
Elapsed time is the first priority, as it is what the policyholder experiences. Consistency of assessment is the second, as it is what the regulator and the loss ratio reflect.
A claim that progresses between first notification, assessment, approval and payment typically moves between systems as well, and each handover is where days are lost. A single case object across the whole lifecycle makes the delay visible to an individual who can act on it, rather than only to the customer who is waiting.
Explore02Damage assessment and property verification frequently require a qualified opinion rather than physical presence. Conducting the assessment remotely, against defined criteria with evidence captured in session, eliminates the scheduling delay that occurs in the middle of most claims.
Explore03Policy documents, cover questions, renewal dates and claim status account for the bulk of contact volume and almost none of the value. Completing those requests in Arabic without an advisor allows handlers to focus on the claims that require judgement.
ExploreSector pressures
Insurers measure handling time. Policyholders measure the wait.
Most claims teams are not slow at the work; they are slow between the work. The file waits for an assessor, then for an approval, then for a payment instruction, and each wait is invisible within a system that records only touchpoints. The policyholder experiences the gaps, calls to enquire about them, and thereby generates the contact volume that slows the next claim.
The second pressure is consistency. Two adjusters assessing similar damage should reach similar conclusions, and where they do not, the insurer bears both the leakage and the complaint. That is an evidence and criteria issue before it is a training issue.
What changes
Where elapsed time is spent in a claim, by stage, rather than by team.
Which assessments were completed remotely and which required attendance.
Whether similar claims were assessed consistently, with the evidence behind each.
The reasons for which policyholders made contact, and which of those contacts were generated by the process itself.
Which brokers and channels generate rework, and why.
Portfolio
Solutions, services and platforms that X-Shift applies with insurers, brokers and third-party administrators.
Working as oneInsurance connects Solutions, Services and Platforms.
One policyholder record across phone, WhatsApp, app, portal and broker contact, so that a claim enquiry and a renewal question are held within the same history.
ExploreThe claim as a case with an owner, a service level and a defined path to settlement.
ExploreDamage and property assessment conducted remotely against defined criteria, with evidence retained against each finding.
ExploreComplex policy servicing managed remotely by a specialist, including document exchange and guided completion.
ExploreCover questions, status, documents and renewals completed without an advisor where policy permits.
ExploreEvery claim conversation evaluated against the insurer's own framework, including the disclosure obligations that a regulator will examine.
ExploreSatisfaction linked to the specific claim and its stage, rather than to the insurer in general.
ExploreObligations converted into owned controls, with evidence captured as the work is performed.
ExploreThe claim journey designed as one path rather than as a sequence of departmental handovers.
ExploreThe service layer integrated with policy administration, claims, payments and document management.
Explore
The service workspace in which the claim, the customer history and the knowledge are held together.
Explore
Agentic AI completing eligible servicing requests on voice and digital channels.
ExploreVirtualVisitThe remote inspection platform behind damage and condition assessment.
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Quality and experience intelligence across claims conversations and outcomes.
ExploreCommon questions
No. It eliminates the journey where the journey does not add value. The adjuster continues to apply judgement, make decisions, and attend where the condition cannot be verified visually or where testing is required. What changes is that straightforward cases no longer wait behind complex ones in the same travel schedule.
Yes, and that is the standard approach. The service and case layer operates above them through integration, so that the system of record remains unchanged. Where the core system cannot expose the required data, X-Shift will state this during design rather than discover it during build.
Captured against the specific criterion it answers, versioned, and retained with the case. The metadata recorded, and the additional verification controls applied, are defined per inspection type against the insurer's own requirements rather than assumed.
Where the delay arises in underwriting authority, reinsurance referral or a payment process outside the service layer, an improved front end changes the experience but not the elapsed time. This should be established before scoping.
Next
Establish where elapsed time is spent between first notification and settlement, stage by stage, before any change is made.
Applicable where handling time appears acceptable but policyholders continue to describe the claim as slow.
Consult X-ShiftSelect one claim type in which assessment is visual, conduct it remotely against defined criteria, and compare cycle time and consistency with the current process.
Applicable where assessor scheduling is the constraint on settlement speed.
Virtual Visit & Remote AssistanceCommonly applied here
These are the capabilities most frequently requested in insurance. Every solution in the portfolio is available in this sector.
SolutionCustomer Service & EngagementOne customer, one context, every channel, across voice and digital.
Explore solution
SolutionCustomer Service & EngagementEvery request owned, tracked and closed within the service-level agreement (SLA).
Explore solution
SolutionCustomer Service & EngagementAI that understands the request, takes action and completes it, across voice and digital.
Explore solution
SolutionExperience ManagementListen across the journey, act on the insight gained, and demonstrate the change achieved.
Explore solution
SolutionExperience ManagementEvaluate every interaction, rather than a two per cent sample.
Explore solution
SolutionRemote Customer ExperienceBranch-grade service delivered remotely, and completed in the session.
Explore solutionPriority services
Advisory, design and integration are delivered by the professionals who operate the result.
ServiceServiceUnderstand the experience currently delivered, and define the experience that is intended.
Explore service
ServiceServiceX-Shift products, partner platforms and the client's systems combined into one operating environment.
Explore serviceTechnology
Applicability is determined by the business requirement, not by the sector. Every platform listed is deployable in insurance; those marked are the most frequently requested.
Frequently used hereEnterprise Agentic AIAI agents that establish intent and complete the transaction in your systems.
ExploreFrequently used hereCustomer Service & EngagementInteractions, cases, knowledge and service intelligence on one platform.
ExploreFrequently used hereExperience IntelligenceUnderstand what occurred in every interaction, and why it continues to occur.
Explore
Also appliesDigital Compliance & GovernanceCompliance as a continuous operation, not an annual exercise.
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Also appliesVisual IntelligenceYour cameras. Your infrastructure. Our intelligence layer.
ExploreVirtualBranchAlso appliesRemote Branch ServicesBranch-grade service, delivered remotely.
ExploreVirtualVisitFrequently used hereRemote Visit & AssistanceConduct the visit without travel.
ExploreNothing here is sector-exclusive
This page presents the offerings most relevant to insurance. It does not represent the full extent of what X-Shift delivers in this sector.
X-Shift establishes whether the constraint resides in strategy, process, technology or operating model, and what is required to resolve it.
