KAUSHAL CHITTE

Designed and developed a Salesforce-based Claims Management System for Suncorp, one of Australia’s leading car insurance providers. The platform streamlined the end-to-end car accident claim workflow by integrating WNS's service desk with Suncorp's claims operations. The solution helped customers easily report vehicle accidents, receive repairer suggestions, and submit quotes — while enabling real-time tracking, approvals, and SLA compliance.
The solution empowered service agents at WNS to recommend authorized repairers, manage incoming repair quotes, and automate claim validation processes — significantly reducing manual effort, turnaround time, and error rates.

Key Contributions:

Service Console Customization: Built and customized Salesforce Service Cloud Console for agents to log accident calls and suggest repairers in real time.

Custom Data Modeling: Implemented custom Salesforce objects like Repairer, Vehicle Damage, Claim, and Quote to map Suncorp’s car insurance workflow.

Dynamic UI with LWC: Developed Lightning Web Components (LWC) to capture accident details, suggest repairers, and upload repair quotes via intuitive forms with dynamic dropdowns and document uploads.

Quote Submission Workflow: Created flows and Apex logic to allow repairers to submit quotes directly to WNS, triggering automatic claim evaluation processes.

Approval Mechanism: Implemented a multi-step approval process using Salesforce Flows and Process Builder to validate quotes based on damage severity, cost thresholds, and policy coverage.

Integration with External Systems: Integrated with Suncorp’s internal systems and repairer networks using REST APIs, ensuring smooth quote submissions and claim status updates.

Automation & Alerts: Developed Apex Batch Jobs and Scheduled Jobs to auto-update claim statuses and notify agents and customers about pending actions or approvals.

Dashboards & Reports: Built real-time dashboards to monitor claim volumes, repair turnaround times, agent performance, and SLA breaches.

Security Implementation: Enforced object-level and field-level security using profiles, permission sets, and sharing rules to ensure data privacy for customers and repairers

Developed and customized scalable Salesforce applications by leveraging Apex, Lightning Web Components (LWC), and Salesforce APIs to meet complex business requirements.
Designed and implemented dynamic, responsive UI components using LWC and Aura Components, enhancing user experience across devices.
Streamlined and automated key business processes by building and optimizing Flows, Process Builders, and Approval Processes, reducing manual efforts and increasing operational efficiency.
Ensured data quality and compliance through the use of Validation Rules, Duplicate Management strategies, and periodic data audits.
Implemented comprehensive security models, including role hierarchies, Sharing Rules, Profiles, and Permission Sets to enforce fine-grained access control.
Managed end-to-end deployments using Change Sets and Gearset, and followed best practices for version control and collaboration using Git.
Conducted unit testing and troubleshooting of Apex classes, triggers, and components to ensure system reliability and performance.
Participated in code reviews and knowledge sharing sessions, fostering a culture of continuous improvement and best practice adherence within the team.

Projects

Project Name: SWBC
Client: SWBC
Role: Salesforce Developer

Designed and developed InsuraSync, an intelligent insurance payment automation platform leveraging Salesforce to streamline and optimize mortgage loan insurance premium disbursements. The solution seamlessly integrated with SWBC, a third-party payment provider, to automate data retrieval, validate policy renewal dates, and execute disbursements—either immediately or on a scheduled basis. For expired policies, it triggered agent confirmation workflows before proceeding with payments.
This platform also featured claim tracking, agent notification mechanisms, and real-time dashboards—greatly reducing manual workload and increasing claim processing efficiency for SWBC.

Key Contributions:

Custom Data Modeling: Designed and implemented custom Salesforce objects for Claims, Loans, Agents, and Payments to reflect the end-to-end mortgage insurance process.

Interactive Lightning Experience: Developed Lightning Web Components enabling users to fetch claim data dynamically and choose disbursement options via intuitive UI elements like checkboxes and dropdowns.

Real-Time Integration: Established Apex REST callouts to integrate with SWBC’s Salesforce instance, enabling on-demand, real-time claim retrieval.

Automation Workflows: Built Apex batch classes and Salesforce Flows to validate policy statuses and automate disbursement actions, ensuring payment timelines were consistently met.

Escalation and SLA Management: Configured notifications and escalations for overdue payments to maintain strict SLA compliance and operational accountability.

Data Migration & Integrity: Migrated historical insurance data from legacy systems using Data Loader and ETL tools, ensuring complete and accurate data transition.

Real-Time Monitoring: Developed manager dashboards and reports to monitor daily claim volumes, payment statuses, and agent performance.

Security & Compliance: Enforced robust data security through customized profiles, permission sets, and sharing rules aligned with organizational access policies.