Client
A UK Software As A Service (SaaS) Provider
How UK Rail Operators Automated 70%+ of Delay Repay Claims
Service Provider
Divyal Technologies Pvt Ltd
Platform
Enterprise Delay Repay Automation Platform
Engagement Model
End-To-End Development, Operations & Support
ClientOverview
Our client, a UK-based SaaS provider, recognized a critical inefficiency in how Train Operating Companies (TOCs) managed 'Delay Repay' claims. By developing and deploying a bespoke automation application, we transformed a labor-intensive, manual verification process into a high-speed, accurate digital workflow, significantly reducing processing costs and enhancing the passenger experience.
The Challenge
Before the platform was introduced, Delay Repay processing relied heavily on manual effort and fragmented systems. Claims moved across multiple tools and operational teams, with each stage requiring separate checks against ticketing data, journey records, delay thresholds, and payment rules.
This made it difficult for rail operators to respond quickly during disruption events, maintain consistent decision-making, and scale operations without significantly increasing cost and operational risk.
Key challenge:
- More than eight stages of claim validation
- Complex ticket, journey, and delay verification across multiple data sources
- Sudden spikes in claim volumes during disruption events
- High manual effort to prevent fraud and duplicate claims
- Support for multiple payout mechanisms
- Strict regulatory, audit, and reporting requirements
Impact
Under normal operating conditions, this resulted in high processing costs and slow turnaround times. During large-scale disruption events, the same model created operational bottlenecks, delayed compensation outcomes, and increased risk around compliance and consistency.
TheSolution
Divyal technologies was selected based on its ability to deliver a scalable, automation-first platform while maintaining transparency, regularity compliance, and operational control.The focus was not only on building the system,but on operating and supporting it long term
Our Software Development Approach
Divyal designed a modular, cloud-native Delay Repay platform that combines automation with structured operational oversight. The solution was intentionally built to remain stable during traffic spikes and flexible enough to support operator-specific policies.
Key Components:
- Customer Claim Portal
Digital claim submission, document upload, claim status tracking, and refund preference selection.
- Operations & Back-Office Portal
Structured workflows for claim handling, exception management, and audit reporting.
- RQMS (Queue-Based Automation Engine)
Automated validation and intelligent routing between automated and manual processing.
- Delay Calculator API
Accurate eligibility and compensation calculation based on operator-specific delay repay rules.
Implementation
The platform was rolled out incrementally in 2016, allowing automation rules to be introduced and optimized over time.
Divyal worked closely with operator teams to align workflows, validate rules, and ensure operational transparency.
The Result
The deployment of automated application delivered immediate and measurable impact.
Key Components:
- Processing speed
Reduced the average claims processing time from 5 days to under 2 minutes to automated approval
- Operational Efficiency
Achieved a 70% automation rate, allowing human agents to focus solely on complex appeals and high-value inquiries.
- Cost Reduction
Decreased the administrative cost per claim by approximately 60%
- Improved Accuracy
Eliminated human error in compensation calculations, ensuring passengers received the exact amount owed according to industry regulations.
Business Outcome & Next Steps
This case study demonstrates how Divyal Technologies helped rail operators transform Delay Repay from a fragmented, manual process into a scalable, resilient operational platform. By combining automation, clear workflows, and ongoing operational support, operators were able to reduce cost, improve reliability, and maintain regulatory confidence, even during peak disruption periods.
If your organisation is managing high-volume, regulation-driven operational processes and struggling to scale during peak demand, Divyal Technologies can help.
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