Estudio de factibilidad para la reingeniería de procesos de una aseguradora en el área de siniestros de vehículos orientado a la eficiencia operativa y la satisfacción del cliente

Abstract

Abstract: This degree project develops a feasibility study for the reengineering of processes in the area of vehicle claims of an Ecuadorian insurance company, aimed at improving operational efficiency and customer satisfaction. From the analysis of the current process (AS-IS), problems related to long service times, administrative reprocesses, duplication of records and dependence on inspections with external suppliers are identified, which generate cost overruns and affect the perception of the service. Based on this diagnosis, an improved process (TO-BE) is designed that incorporates claims segmentation, the implementation of express cases, the automation of business rules and a subsequent control scheme through sample auditing. Additionally, an economic-financial study is carried out using incremental cash flows and indicators such as the Net Present Value and the Internal Rate of Return, in this way it is evident that the project is economically viable and sustainable. The proposed redesign contributes to optimizing the use of resources, reducing operating costs and strengthening the traceability of the process, constituting a feasible alternative for the comprehensive improvement of vehicle accident management.