HAAC Ltd is an IT repair specialist serving the insurance industry. The company manages the assessment, repair, and supply of electronic devices ranging from mobile phones, tablets, and laptops to televisions and desktop computers. Acting as the go-to supplier for insurers, HAAC coordinates directly with policyholders to collect, assess, and repair devices on behalf of insurance companies.
The new claim management system has increased our productivity and reduced phone calls, with real-time information for users. It’s also a bit of a selling point for our business.
Simon Burnett
Operations Director
Project brief
HAAC recognised that relying on email for managing claims was no longer sustainable. With growth in demand, the business needed a bespoke claim management system.
The goal was a full digital transformation, to move all claim-related communication from email into a single, auditable platform.
Key objectives
Eliminate missed approvals and reduce disputes.
Provide insurers with clear visibility of live claims.
Automate claim notifications and improve communication.
Enable the business to scale beyond its initial two insurance company clients.
Approach
Opencentric followed an agile methodology, running workshops, interviews, and prototyping sessions with HAAC staff, insurers, and end users. Together we mapped user journeys for all stakeholders, defined workflows, and identified the points where delays and errors most often occurred.
By focusing on automation, role-specific dashboards, and clear status updates, the project aimed to create a seamless experience for insurers, repair teams, and policyholders alike.
Technologies
The new claim management system was developed using tried and tested open-source technologies:
Claims could be managed from submission through to resolution.
Insurance company portal
Provided real-time visibility of all claims, reducing the need for calls and emails.
End-user portal
Later introduced to allow policyholders to check the status of their claims directly, further reducing call volumes.
Automated notifications
Status updates at key milestones improved transparency and eliminated disputes.
Repair threshold settings
A configurable tool that allowed insurers to set pre-approval limits, giving HAAC authority to proceed with repairs up to an agreed value.
Results
The new platform transformed HAAC’s operations:
Scaled from 2 insurance companies to over 20.
Increased throughput from 20 claims per day to over 250.
Reduced phone calls significantly by moving all communication into the platform.
Delivered full traceability of claims, with clear audit trails for all communications.
Won positive feedback from insurers, praising the system’s ease of use and transparency.
100%
Paperless
Key achievements
A full digital transformation enabling rapid business growth.
By moving away from fragmented, email-based communication and introducing a centralised claims management platform, HAAC Ltd was able to completely transform its operations. What started as a business serving just two insurance companies scaled to more than twenty partners.
Real-time visibility of claim status for insurers and end users.
The introduction of portals for insurers and, later, for end users, gave all stakeholders immediate access to live information about their claims.
Automated communication and configurable repair thresholds to streamline operations.
Automation was built into the system at key stages. Claimants and insurers received automatic notifications as claims progressed, eliminating disputes around approvals and keeping everyone updated. A configurable repair threshold tool gave insurers greater control, allowing them to pre-approve repairs below a certain value while flagging higher-value jobs for manual review.
Ongoing maintenance, hosting, and support
Opencentric’s role extended beyond delivery of the initial system. By providing secure hosting, ongoing maintenance, and technical support, HAAC was assured of reliability and scalability as its business continued to grow. The platform was iteratively improved post-launch, including enhancements such as the introduction of end-user access and insurer-controlled repair thresholds.
The transformation of HAAC Ltd’s claims process demonstrates the power of digital innovation to drive growth and efficiency in a highly competitive industry. By replacing outdated, manual communication with a streamlined, automated platform, HAAC not only scaled its operations dramatically but also enhanced transparency and service quality for insurers and policyholders alike. With Opencentric’s ongoing support and iterative improvements, the system continues to evolve, ensuring HAAC remains a trusted and future-ready partner to the insurance sector.
