Case study · Insurtech · Best Assistance

Best Assistance: Digital-First Claims & Assistance for Insurance

Best Assistance provides medical and roadside assistance services to insured members across Lebanon and the region. Eurisko partnered with the company to replace call-centre-and-paper operations with a digital-first platform, one where a claim starts from the member’s phone and every party sees the same case in real time.

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Challenge

The challenge

Assistance is a business of bad moments: an accident, a breakdown, a hospital admission. Every claim began with a phone call, continued through manual data entry and faxed documents, and left members blind on status while coordinators shuffled between providers. Each hand-off added delay exactly when the customer was most stressed.

The operational core (provider networks, coverage rules, approvals) was sound; what was missing was a digital layer connecting members, providers and case teams without breaking the underwriting and compliance rules underneath.

Best Assistance digital claims app built by Eurisko

Solution

What we built

Eurisko delivered a mobile-first claims and assistance platform: member apps for filing and tracking cases, a dispatch console for coordinators, and a provider interface that closes the loop, with coverage checks and approvals encoded into the workflow instead of a binder on a desk.

Member mobile app

File a claim in minutes with photos and location, track its status live, and reach assistance without a call queue.

Case & dispatch console

One operational view for coordinators: intake, triage, provider assignment and SLA timers on every open case.

Provider network portal

Garages, clinics and field teams receive jobs, confirm interventions and submit documentation digitally.

Coverage & approvals engine

Policy rules and approval thresholds encoded in the workflow, so cases advance automatically when they qualify.

Results

Claims that once lived in call logs and paper files became structured digital cases with full audit trails. Members gained live status instead of hold music; coordinators gained SLA visibility across the whole operation; and management gained data it never had about where cases slow down.

Minutes

To file a claim from the app

Live

Case status for every member

End-to-end

Digital audit trail per case

SLA

Tracking across the provider network

Under the hood

Technology & services used.

Native mobile appsCase-management workflowProvider portalRules engineReal-time notifications

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Best Assistance: Digital-First Claims & Assistance for Insurance

The challenge