QBE | Elevating customer experience, humanising claims: QBE Asia’s ‘Solutions in a Box’

December 3 2025

For many, filing an insurance claim conjures images of lengthy forms, frustrating delays, and anxious uncertainty. It’s a process often met with a sigh of resignation.

But what if it could be different? What if a claim could be settled not in weeks, but in a day or two, and take the anxiety out of the claims experience?

This thinking was the catalyst for QBE Asia’s “Solution in a Box” initiative, a fully automated, end-to-end claims platform that is transforming the customer experience and setting a new industry benchmark.

Strong foundation

While the concept of automating claims isn’t new, QBE Asia was uniquely positioned to make it a reality.

Unlike competitors grappling with fragmented legacy systems, QBE operated on a unified technological platform.

This consolidated infrastructure, already enabling innovations like straight-through processing (STP), provided the perfect springboard.

It simplified governance, offered deep analytical insights, and significantly reduced the development time required for a project of this scale.

For over a century of doing business in Asia, QBE’s claims excellence has built reputation on being fair, consistent, and trustworthy and we have viewed it as a strategic advantage.

It was this powerful combination of a strong technological foundation and the enduring commitment to claims excellence that made the decision to build an automated, self-service claims service a strategic imperative.

End-to-end automation

Launched in early 2023, the development of Solution in a Box was deeply consultative from day one, engaging both customers and claims handlers.

Key insights emerged immediately: customers didn’t want lengthy negotiations; they wanted simple confirmation that their claim was paid.

To meet this demand, the QBE team built a sophisticated, analytics-backed rules engine to automate the entire claims journey. The development team also leveraged machine learning to automate some of the mundane yet important information gathering.

Success didn’t happen overnight: development of our solution took place in phases.

In the first phase, we built a robust, generic system applicable across most insurance lines.

Then we incorporated unique features that corresponded to specific products and market nuances in personal lines.

We then integrated customer-friendly communication channels, including automated WhatsApp notifications and an online claims status portal.

A live chat function that connects customers to a real person, not a chatbot, was introduced.

We also ensured every claim undergoes a rigorous quality assessment. A quality management system was implemented to navigate seamlessly from one claim to another and to ensure that in-depth file reviews happen automatically.

To enable timely payment, QBE integrated its systems with banking partners, slashing the payment process for approved claims from five days to instant transaction.

Not leaving our other partners behind, a supplier portal was introduced to maintain interactions with service providers, adjusters and legal providers in a secured manner.

Additional features were incorporated And to cater for more complex claims in areas like marine, casualty, and professional indemnity – a large proportion of QBE’s business.

A human touch

Perhaps the most defining feature of Solution in a Box is its ability to blend high-tech efficiency with high-touch empathy.

A built-in video conferencing function allows customers to speak directly with a claims professional, humanising the experience and creating space for genuine empathy.

These tools also support communication in local languages, ensuring the experience is not only efficient but truly personal. The results speak for themselves.

A resonant success

Launched in May 2024 after just 17 months of development, Solution in a Box has been met with resounding approval.

Customer feedback has been highly positive, culminating in a remarkable Net Promoter Score (NPS) of 45% in its first year – deemed to be above the industry average.

This satisfaction translates directly to loyalty, with claimant renewal rates standing at around 65%.

The industry has taken note. The platform has already been honoured with awards, including the “Hong Kong Business Technology Excellence Award 2025: Automation – Insurance”.

Yet, for QBE Asia, this is not the finish line. We’re not done yet, the journey to upgrade and enhance the service continues.

Vick Rajaswaran

Regional Head of Claims, QBE Asia
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