Situation
MasterCard executives don’t hesitate to describe working with their company as a challenge for its business partners. The major challenges arise from the fact that MasterCard is not a single entity, but encompasses more than 25,000 financial institutions each with its own customer base and unique product offerings. One of the most complex areas is transportation and travel related insurance coverage such as rental cars, lost or delayed baggage, travel assistance, medical and legal services, and airport lounge services. In addition, coverage and service offerings change frequently.

Concerned about mounting loss costs and the overall management of its claims, MasterCard launched a search for a new claims service provider in 2003.

Solution
Having identified and evaluated a “short list” of potential claims administrators, MasterCard selected Cambridge as its provider of choice. Among the reasons cited for choosing Cambridge were our information systems capabilities; innovative and in-depth reporting capabilities; flexibility in dealing with the complexity of the company’s product offerings; and the ongoing, open communication between MasterCard and Cambridge.

Cambridge also brought added value with its customer facing call center capabilities. Transparent to the customer, the Cambridge call center staff stays true to MasterCard’s goals of assisting customers in claims related matters and in making the customer “whole” whenever possible.

Results
MasterCard says that claims administration has tightened up significantly and that claims are being adjudicated strictly according to policy. In addition, the company says that the savings they are experiencing more than justify the premium required to acquire such high quality services. MasterCard also points to high levels of customer satisfaction as a significant measure of Cambridge’s success and has expressed its intention “to do business with Cambridge for years to come.”

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