Creditfix

How Creditfix leveraged Caseblocks to transform claims management and drive business growth

Creditfix, a leading provider of personal insolvency solutions, became a leading outsourcer of PPI claim processing for the insolvency industry. Over the course of 6 years, £38bn was returned to UK PPI customers.

Creditifx needed a new system to help it process circa 1 million claims acquired from 3rd parties, and asked Caseblocks to help to create a solution which could manage an efficent ‘production-line’ process:

1. identify all qualifying credit agreements
2. capture the customer’s consent to act on their behalf
3. launch claims with lending organisations
4. capture and negotiate lender decisions
5. receive payout on behalf of the customer

The Challenge

Taking on huge claims volume involved solving a number of challenges:

• verifying customers’ credit agreement data with a UK credit agency
• ensuring the customer’s permission to act on their behalf was acquired over all credit agreements, and done on time
• defining a new system which can cover the complete process, with little precedent to fall back on
• ensuring that manual work was kept to a minimum
• integrating with all UK lenders to ensure claims are lodged
• ensuring the system was compliant and open to audit, and able to respond to contested claims
• ensuring the all claims were made within permitted timescales mandated by the government timescales
• keeping banks to account within the 8-week period required for claim acknowledgment

Creditfix needed a modern, cloud-based solution to streamline the process and maximise profitability, while ensuring compliance with the UK government process.

Implementing Caseblocks

Caseblocks excels at case-based processing, allowing Creditfix to model the end-to-end process using simple state models, schemas and event driven automation.

Credit agreement data, was fed in from a UK credit ageny’s database at the start of the process. From there, customers were contacted for their consent to act, and then the relevant lender was contacted with the claim. All of this is audited in Caseblocks timelines.

Caseblocks chasing processes were implemented to help the Creditfix team ensure claims were flowing through the process without blockage, both at the initial stage, and when capturing outcomes from the lender.

Caseblocks data is also easily accessible, allowing Creditfix move large batches of data into other systems, and to help with management information regarding the project.

Results

By partnering with Caseblocks, Creditfix transformed its claims management processes, enabling scalability, improving efficiency, and delivering better customer outcomes.