Case Study: Manila Claims
Writer: Tekgenio Writer
Header: Giammarco Boscaro via Unsplash
About Client
Situated in Manila, Philippines, this insurance provider operates with a team of 10 to 25 employees. They are actively engaged in the local market, offering specialized services in insurance claims processing and correspondent services for clients throughout the region.
About the Project
Training institution established in 2009 under the umbrella of the National Center for Strategic Partnerships, in a qualitative partnership between the Technical and Vocational Training Corporation (TVTC) and Almarai Company
Pain Points
- Operations were manual and disconnected
- Teams struggled with data silos and unclear workflows
- Reports were inconsistent and time-consuming
- Communication gaps caused confusion between insurance brokers
- Result:
- Claims were delayed
- Client complaints increased
Project Objective
- A digitalized workflow for claims management
- Accurate and consistent data across departments
- Better collaboration between teams
- Clear access rights and controlled user permissions
- Elimination of duplicate data and manual errors
- Cost reduction and improved compliance
- Faster, smarter reporting to support business decisions
Solution Approach
Platform Chosen: Odoo (Enterprise Edition)
Reason: Odoo brings every process under one roof. It provides clarity, reduces confusion, and keeps teams connected.
Screenshot of the legacy system. The data points are disconnected and hard to use.
All disconnected informations have come together under one roof with Odoo.
Helpdesk Module Customization Screenshot – Add Types of Claims
All cases are coded with case numbers, named with each vessel, and linked with respective Helpdesk ticket
Implementation Journey
- Services Provided:
- Consulting
- Data Migration
- Data Cleansing
- User Training
- Change Management
Timeline & Phases
- Phase 1 – Foundation & Standard Implementation
- Implemented standard ERP modules to streamline core operations
- Activities:
- Planning
- Initial data migration
- Pilot testing
- User familiarization
- Phase 2 – Customization & Development
- Developed tailored workflows based on client needs
- Integrated the Sales module with Helpdesk for smooth process flow
- Activities:
- Requirements gathering
- Development
- Further migration
- Testing
- Rollout
The claims data from the helpdesk ticket is included in the invoice, simplifying and streamlining case management in a paperless format.
Challenges & Adaptation
- Minor challenges were handled quickly through clear communication
- Employees adapted fast to the new system
- With Odoo, they can now:
- Track goals and progress in real time
- Stay organized with daily activity lists
- Focus on priorities using clear dashboards
Results & Outcomes
Quantifiable benefits
- 70% faster reporting after automation
- 98% data accuracy after data cleansing
- Lower operational costs — significant paper savings (and a smile for the planet!)
- Higher ROI through improved process efficiency
Qualitative benefits
- Better decision-making with real-time insights
- Stronger collaboration between departments
- Happier customers thanks to faster, error-free claim processing
Client Testimonial
TekGenio helped us transform the way we work. Everything is clearer, faster, and more accurate now. The Helpdesk and Sales modules are exactly what we needed — simple, powerful, and efficient.” — Client Representative, Claims Services P&I Correspondents Inc.