Seamless and secure case management at Falck Global Assistance

Handling a large number of customers and insurance claims is a complex task. However, since Falck Global Assistance’s core service is to deliver fast and efficient assistance, it was crucial to optimize collaboration with insurers.

Falck Global Assistance wanted to establish a user-friendly and secure extranet solution to act as a bridge between Falck and insurance companies, ensuring seamless communication and full transparency in claims handling.

The primary objective was to provide insurance companies with full transparency in all claims processes while enhancing self-service options to reduce customer support inquiries at Falck Global Assistance.

Given the sensitive nature of insurance data, the solution was designed with strict security standards from the outset. It includes an advanced access rights model, fully GDPR-compliant, ensuring that sensitive data is only accessible to authorized claims handlers at insurance companies.

Falck now has a flexible solution that is easy to expand and adapt as new customer needs emerge. It allows Falck Global Assistance to seamlessly onboard new clients and customize the platform to meet their specific requirements.

The solution organizes large volumes of data into a clear and structured overview, enabling customers to efficiently search across cases and streamline their daily workflows.

Data is exposed through a well-defined REST API, making it accessible across multiple channels. The extranet is just the first step in Falck Global Assistance’s digital strategy. Future plans include providing key enterprise customers with direct API access, requiring only minimal adjustments to the existing solution.