NTT DATA launches digital claims platform for UK motor finance

By Vriti Gothi

NTT DATA has launched a digital solution designed to help UK banks and lenders manage high volumes of consumer redress claims linked to the ongoing motor finance mis-selling investigation.

The Digital Automated Remediation platform has been developed in collaboration with customer journey technology specialist Lightico and banking remediation consultancy WSN Consulting. The system combines intelligent automation, built-in compliance workflows and industry expertise to support financial firms as they prepare for a potential wave of compensation payments following a ruling on hidden commission in motor finance agreements.

The Supreme Court is currently reviewing the Financial Conduct Authority’s decision that could require lenders to return billions of pounds to customers. Many banks are now looking for ways to scale remediation quickly while keeping costs and operational disruption under control.

NTT DATA’s new platform builds on its existing Business Process Services capability and experience of delivering large-scale remediation programmes such as payment protection insurance (PPI) claims. The model brings together technology and operational delivery, enabling financial institutions to process claims more efficiently and with greater transparency.

At the core of the platform is Lightico’s AI-driven orchestration engine, which turns what has traditionally been a manual, paper-heavy process into a streamlined digital experience. Customers can upload documents, verify their identity, sign forms and track the progress of their claim securely online. Artificial intelligence classifies, extracts and checks information automatically, speeding up resolution times and reducing the risk of errors.

The platform’s open, API-first design allows for easy integration with banks’ existing systems and supports both agent-assisted and fully digital, self-service options for customers. An automated ‘human-in-the-loop’ workflow escalates complex cases to human experts where needed, combining the speed of automation with expert oversight.

WSN Consulting, which has overseen some of the UK’s largest remediation projects, will provide governance and advisory oversight to help firms ensure redress programmes meet regulatory expectations and deliver consistent outcomes.

The companies say the system is designed to adapt to changing regulatory requirements and scale quickly if large volumes of claims emerge. Looking ahead, NTT DATA plans to expand the platform’s AI and analytics features to help banks respond to future redress challenges and maintain trust in an increasingly digital environment.

Andy Nelson, Head of Banking & Financial Markets, NTT DATA UK&I, “Our goal was to build a system that takes the complexity out of remediation, giving financial institutions a solution that’s fast, secure, and designed with empathy and accountability at its core. We know this is an incredibly sensitive and uncertain time for both lenders and their customers.”

Zviki Ben-Ishay, CEO of Lightico, said, “Financial remediation is fundamentally about restoring customer confidence. Our collaboration with NTT DATA goes beyond technology we’ve designed a solution that transforms a potentially stressful process into a transparent, user-centric experience. Every digital interaction is engineered to provide clarity, reduce anxiety, and rebuild trust between financial institutions and their customers.”