Rail and Transportation Use Cases

Rail and Transportation use cases across connected customer experience, operational efficiency, case/incident handling, workforce enablement, legacy modernisation and embedded intelligence – delivered end to end on Liberty.

Insurers face relentless pressure

Pressure to deliver fair outcomes, control costs and maintain customer trust — while handling complex claims and regulatory demands.

Liberty gives you the tools to do both — fast. Build portals for First Notification Of Loss (FNOL), automate claims workflows, integrate with core policy/claims systems and modernise your contact centre. Everything works together, so customers get answers and teams stay in control.

Speed & clarity

Policyholders expect speed and clarity: From first notice of loss to settlement, across every channel.

Resilience & control

Operations need resilience and control: During surge events, fraud detection and multi-party claims.

Common needs and pressures

Enable self-service FNOL and status tracking

Streamline claims handling and supplier orchestration

Detect fraud and manage high-risk cases without slowing the flow

Meet regulatory requirements with auditable workflows and SLA controls

Integrate with core policy/claims platforms and finance systems

What does Liberty do for insurers?

Connected customer experience

Omnichannel self-service, portals, conversational interfaces and a modern contact centre working as one.

First Notice of Loss (FNOL) self-service

Policyholders report motor/property claims online or via assistant, upload photos/video and get a claim reference instantly. The flow validates policy details, checks cover and books next steps (inspection, repair, alternative accommodation) with live status updates.

Broker and partner portals

Brokers and third parties submit risks, endorsements or claims with structured data and documents. Mutual status tracking stops “chase” calls and email chains.

Proactive surge communications

During storms or large events, policyholders in affected postcodes receive targeted updates, simple triage flows and guidance on safe next actions — reducing avoidable demand.

Proactive surge communications contact centre

Voice, chat, email and SMS handled in one desktop. Assistants deflect routine questions, routing uses intent/severity. Vulnerable customers or high-risk cases can be prioritised. Supervisors plan coverage and adjust intraday during surges.

Operational efficiency and process automation

Join people, systems and data so workflows automatically and exceptions stand out.

Supply chain orchestration

Send work to approved suppliers (repairers, restoration, loss adjusters) based on skill, location and capacity. Track SLAs, costs and handoffs in one place. Automate reminders and evidence capture.

Payments, recoveries and subrogation

Controlled flows for interim and final payments with approvals and audit. Trigger recoveries and subrogation tasks automatically when thresholds or liability conditions are met.

Document generation at scale

Policy docs, statements of fact, acknowledgment letters, acceptance/decline letters and settlement packs generated from approved templates — auto-filed against the case.

Robotic process automation (RPA) / batch integrations

Where APIs aren’t available, schedule file exchanges (bordereaux, MI feeds) with validation and exception queues. Use RPA for read/write tasks on legacy screens to remove rekeying.

Case, incident and exception management

Omnichannel self-service, portals, conversational interfaces and a modern contact centre working as one.

End-to-end claims handling (motor, property, liability)

FNOL → triage → assignment → supplier actions → settlement → close. Clear states, Service Level Agreement (SLA) timers, approvals and full audit. Exceptions (eg coverage disputes) route to the right team with context.

Fraud and high-risk triage

Risk signals and policy rules add a secondary review path (counter fraud, SIU). Evidence requests, interviews and outcomes are tracked. Compliant letters are templated and logged.

Complex and multiparty claims

Handle coinsurance, recoveries, multivehicle RTCs or business interruption with controlled tasking, shared timelines and document bundles that everyone can find quickly.

Complaints and regulated communications

Intake across channels with severity tagging. Track response clocks, approvals and remedies. Produce final response letters with a consistent tone and mandatory content.

Workforce enablement

Unified desktops for handlers, mobile apps for adjusters and supervisor dashboards that keep everyone in lockstep.

Unified handler desktop (channels + case in one)

Handlers manage calls/chats/emails and case actions in a single screen. Request evidence, appoint suppliers, approve payments, send letters — without tab hopping. Wrap-up updates the claim automatically.

Unified handler desktop (channels + case in one)

Role-based mobile with offline capture (photos, notes, location), guided checklists and onsite safety prompts. Evidence lands straight in the claim, meaning fewer admin hours later.

Unified handler desktop (channels + case in one)

Real-time SLA/queue views, risk hotspots, leakage indicators and team capacity. One-click actions to rebalance work, bulk nudge suppliers and sample cases for QA.

Legacy extension and modernisation

Extend what you’ve got, replace what you must— without big bang risk.

Wrap and extend policy/claims platforms

Expose just what handlers and partners need via role-based apps and APIs. Add missing processes (eg supplier onboarding, accommodation workflows) without heavy customisation of core systems. Keep data in sync both ways.

Wrap and extend policy/claims platforms

Move ad hoc trackers and email workflows into governed case management with audit and SLAs. Rebuild brittle forms/macros as reusable, supportable services.

Wrap and extend policy/claims platforms

Stitch policy, claim, comms and supplier data into a single view so anyone can see history, decisions and next actions in seconds.

Embedded intelligence and decisioning

AI-driven routing, risk scoring, predictive insights and operational intelligence — used inside the workflow, not bolted on.

Severity, duration and cost predictions

Early predictions for likely claim length and cost guide reserving, supplier selection and customer expectation setting. Risky cases surface sooner for specialist review.

Severity, duration and cost predictions

Signals in data and narrative guide fraud queues and interview triggers; low risk claims flow straight through with fewer touchpoints.

Severity, duration and cost predictions

Recommend the best supplier based on performance, geography and current load. Detect when a job is drifting and nudge before SLAs break.

Severity, duration and cost predictions

Weather and external signals shape contact and claims forecasts, feeding staffing models and proactive communications.

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more:

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