Western Union Business Solutions

How Collinson Group simplified their overseas claims payment process and enhanced their customer experience.

How Collinson Group simplified their overseas claims payment

The Collinson Group has a Priority Pass airport lounge and experiences program and also provides tailored insurance. The Group makes daily payments to claimants in over 30 currencies worldwide.
Phil Hodgson, Head of Finance Operations – Europe, Collinson Group; “We had difficulty paying certain currencies via our previous payment providers. The processes were not streamlined and on average would take 1.5hrs to manually upload all our payment files. It was a drain on resources and susceptible to human error.”
The Group has implemented a Secure File Transfer protocol where its payments are uploaded directly into Western Union Business Solutions' VMS.
Records and payment details are easily accessible online.
“It is now much easier for us to provide proof to auditors that authorised payments have left our accounts, and the records cannot be manually altered which gives us confidence that payments will reach their reach their destination in full” said Phil.

https://business.westernunion.com/en-gb/learning-centre/case-studies/how-collinson-group-simplified-their-overseas-claims-payment-process-and-enhanced-their-customer-experience

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Industry:
Financial and professional services
Phil Hodgson, Head of Finance Operations – Europe, Collinson Group; “Automating the process and minimising manual intervention means many of our payments now arrive same day. This has become a selling point to customers and our claims handlers are receiving less queries, but if they do it is now very easy for them to track where the payment is at and then update the client. “We have also been able to centralise our staff structure to one European finance team and remove dual authorisation. Overall, this helps free up time for our management teams and reduce the chance for mistakes.” “It is now much easier for us to provide proof to auditors that authorised payments have left our accounts, and the records cannot be manually altered which reduces our exposure to fraud, which gives us confidence that payments will reach their destination in full”
Phil Hodgson Head of Finance Operations – Europe Collinson Group