Delphos is pioneer in providing specialized services for the domestic market

By: Carlos Pacheco

For more than half a century, a Rio de Janeiro company has provided services that are indispensable for Brazilian insurers. Recognized for excellence in its activities, Delphos SA is a consecrated brand in the market, founded in 1967 by actuaries Jayme da Silva Menezes and José Américo Peón de Sá and by broker Fernando Newlands. With extensive experience in technology, the executive Eduardo da Silva Menezes has been in charge of the organization since 2007.

Working as an outsourcing to several companies, the brand received due recognition. In 2018, for example, was the highlight among technology companies in the country and those based in Rio de Janeiro, in the face of its model of people management, Great Place to Work. Distinguished as the 16th best medium-sized company to work in the State and the 52nd in the IT area in Brazil. “For having participated in the evaluation for the first time, the result achieved was remarkable”, said the vice president and commercial and marketing director Elisabete Prado.

Known as the “Bete of Delphos”, she has become a benchmark executive in the competitive world of insurance technology and services. For twenty years she has held management positions in the company, when the market was not very receptive to female leaders. However, at the time, Delphos already affirmed its innovative role and commitment to employees and shareholders, recognizing the undeniable merits of this respected professional.

The organization offers solutions in processes and IT, which provide the best management result. A first and important solution is the BPO in Insurance, through which it performs the complete management of the portfolios of various branches. It administers policies, processes premiums and regulates claims, supporting all other stages of the operation, which includes production and operation for companies.

In terms of support, the company uses its own systems or with team resources, infrastructure and solutions. The measure deprives the client of heavy investments, either in setting up the operations infrastructure, also in terms of high administrative expenses.

A second solution, also essential in the day-to-day life of insurers, is claims regulation. Delphos has experience in the regulation process for Life, Home, multi-risk sectors (residential, condominium and business), fire, rural lien, theft, engineering risks, among others. They integrate the process of regulation of personal and material damages activities that include, for example, analysis of documents, identification of the causes of events and situations of death and permanent disability, survey of damages occurred and of market prices and the framing of the cases in the policy corresponding.

Also, the complete the role of these activities to arbitrate the amount of indemnity, full service to the links of the chain (insured, brokers, insurers and stipulators), making available – in real time through the Internet – all steps processing policies of reinsurance and distribution of coinsurance, when applicable, issuance of managerial reports and the final report of regulation.

Process and expertise management

Another insurance solution concerns the support to companies in the management of lawsuits of any kind. The company follows procedures and provides administrative support to the offices hired by clients, from new lawsuits until their effective closure. There is also a treatment of the administrative controls and progress of the proceedings, which guarantees autonomy and security for the insurers, in the defense of their interests in the legal scope.

In fact, Delphos’ expertise in claims regulation in the areas of people – particularly property and life – coverering death and permanent disability insurance. Thus, the company is able to offer medical expertise services, as well as the management of the whole macroprocess to insurers and brokerage firms.

The technical survey of real estate located in all regions of the country is another exemplary service offered to the market. There is support from a vast network of engineers, who prepare reports, technical expertise, budgets for undertaking projects, descriptive memoranda of services for pricing and / or contracting of recovery works, inspection or inspection reports.

These professionals also monitor works in progress and prepare reports to contest judicial reports that evaluate deviations, which may generate overestimated damages. According to Delphos, with a collection of more than 200 thousand reports carried out in surveys of physical damages in real estate, acting in more than 3 thousand judicial processes with technical assistants to the experts appointed by the judges and having investigated more than 34 thousand properties, the company “is fully equipped to provide the services of expert engineers”.

The BPO in insurance, claims regulation, claims management and expertise, joins the infrastructure, system and management of the call center and the contact center that carry out activities in support of other contracted services. The call center is operated by a team of qualified professionals, structured to offer customized solutions, from simple to complex demands.

IT Solutions

Designed by insurance and technology experts to widely meet the needs of insurers, SegDelphos is the Enterprise Resource Planning (ERP) or Integrated Enterprise Management System of companies. The tool is considered ideal to support all phases of evolution of insurers and adapt quickly to changes in regulations or market demands.

The company has a team specialized in several technologies to design customized projects and according to the client’s requirements. Delphos performs systems development and implementation services and business process optimization (BPM) services. The professionals are certified in PMP, COBIT and ITIL.

Services encompass all local and remote infrastructure and support. In addition, it provides a complete infrastructure through its own datacenter that hosts systems and applications in a 100% secure environment, with internet redundancy (meets the means to guarantee the high availability of a system) and energy, UPS and generators, with 24×7 operation, daily backups, and disaster recovery.

Delphos points out that consulting, maintenance and support services provide flexibility to insurers’ businesses and respond to different strategies and investments in IT assets. With certified professionals, the company considers itself prepared to apply the best practices in its business processes. And it guarantees success in all phases of the deployment of technological trouble projects with CRM Salesforce, data masking Datapeers, data integrator Pentaho and BPMS Heflo.

IT solutions aim at a larger goal: the preservation of data and information. According to Elisabete Prado, the LGPD (General Data Protection Act) “has come to fruition and its demands and heavy fines will make companies aware of taking the necessary measures”. According to the executive, Delphos will be able to help the market to comply with its processes, “either by consulting or providing tools such as DataPeers, which is already being used in Europe successfully in service to the LGPD”.