OREANDA-NEWS. August 26, 2011.   Lietuvos Draudimas (LD), the non-life insurance market leader in Lithuania, is the first in the country to implement a modern and unique technical solution enabling to handle a considerably increased number of claims calls and to forward them to the 24-hour contact centres of Lintel. The new system will be especially helpful in the event of storms, floods, snowstorms, glazed frost or other natural disasters that are followed by a sudden increase in customer call flows.

“Implementation of this technical solution was essential because the losses caused by natural disasters are growing year by year – last year alone, compared with 2009, disaster losses caused to Lithuanian residents increased by more than five times and reached 7 million LTL.  There is a rising incidence of mass damages when sudden and severe natural phenomena simultaneously affect many people's properties. The highest number of affected people was recorded in August last year, after the biggest storm of the decade. We managed to register all the claims within two days, and now the new system will allow receiving the same number of calls within half a day”,- Arturas Juodeikis, Director of Customer Service Department at Lietuvos Draudimas, said.

Usually LD operators register about 800 customer calls per day to its customer service phone number 1828, while after major natural disasters or long public holiday weekends the number of calls increases up to 1400.

 
"The new technical solution covers the entire system for the registration of damage claims by phone – from constant monitoring of the flow of phone calls and the company's internal work processes to the expeditious increasing of the number of operators handling customer calls. As the insurance market leader in Lithuania, we will continue to be the first to offer our customers more convenient, acceptable and the most advanced service solutions. The implementation of this system is our company’s another step moving towards a qualitatively new level of customer service and claims handling not only in normal cases, but also in case of events causing mass damages”, - A. Juodeikis said.

It is Lintel, a leading provider of directory inquiry and Contact Centre services in Lithuania and belonging to TEO Group that has helped to implement this unique technical solution in Lithuania. According to Remigijus Sheris, Director of Lintel, in case of a sudden increase in the number of callers, up to 600 Lintel consultants are ready to help LD specialists.

 
"Lintel systems are distributing calls to operators working in different cities and it will allow avoiding long waiting time", - R.Sheris said.

Consultants will register the reports of affected people and will provide basic necessary information. The assessment of damages incurred and the calculation of losses will be carried out, as before, by LD claims experts.