Driving Effective Loan Recovery Through Guided Claim Support for Families
A leading NBFC–MFI needed to recover pending loans in deceased borrower cases — while compassionately guiding grieving rural families through the insurance claim process.
Nominee families unaware they were eligible for insurance claim payouts linked to the loans.
Difficulty collecting death certificates, bank details, and other required documentation.
Rural families with limited digital literacy and communication only in regional languages.
A three-pillar approach built on people, process, and technology
- →Agents trained for sensitivity, patience and empathy in bereavement contexts
- →Insurance eligibility explained in clear, simple terms
- →Conversations conducted in regional languages
- →Trust built through transparent, step-by-step guidance
- →Resolving barrier between end customer and the ecosystem
- →Standardized, audit-ready workflow implemented end-to-end
- →Nominee education on required document submission
- →Document receipt, upload and multi-level validation
- →Rework minimized through quality checks at every stage
- →360° outreach via Dialer Calling, WhatsApp, and Video Calling
- →Dedicated Omnichannel support for document requests and follow ups
- →Video calling for sensitive cases and real-time document clarification
- →Multi-language communication for regional accessibility
“Every file represented a real family navigating loss while trying to understand a financial process — and they deserved to be treated that way.”
Measurable results across every dimension that matters
Of pending, incomplete cases converted into fully verified, approval-ready claim files
Insurance claim amount successfully disbursed to borrower families
Total loan outstanding amount successfully recovered and processed for the client
Helping Families Receive Insurance Support in 10 Days
We did not know how to process the insurance claim after losing our family member. The team explained everything clearly, helped us with the documents, and stayed in touch until the money came to our account. We received the support much faster than we expected.
Beyond the Numbers
The initiative's most enduring outcomes were human — rebuilding trust and dignity at one of life's most difficult moments.
Ready to strengthen your loan recovery process?
Whether you're managing deceased borrower cases, insurance settlements, or nominee outreach — we can design the right claim facilitation model for your portfolio.