Digital transformation is a process that may seem complicated, but it is a process necessary to be carried out in order to ensure the effectiveness of the enterprise. Undeniably, the insurance industry is in the process. We can observe innovative solutions in the field of claims handling, the use of automated document flow solutions or comprehensive analytical tools. Insurance companies wanting to ensure the highest quality of services while optimizing internal processes are looking for more and more effective IT solutions that provide
- offer optimization,
- comprehensive service of sales channels,
- policy administration,
- streamlining the claim handling process.
Increasing awareness of the client's needs influences the willingness to improve the quality of services provided and the related more efficient handling of cases and adaptation of communication. Convenience, quick contact and adapting the language to the client should be our main assumptions when creating processes. Simple language, limiting the number of required documents, optimization of the claim settlement process and operation from the level of not only a computer, but also a telephone are the components of a modern insurance company.
Optimization of the claim handling process
The processes related to claims handling are an integral part of the insurance everyday life. The multitude of orders and tasks to be performed makes the work unpredictable and burdensome. This affects many aspects of the company's work - lower motivation and productivity of the team, customer dissatisfaction or low cost effectiveness. Efficient handling of a large number of cases is a real challenge. So how do you meet it? IT tools come to the rescue.
The controllability engine is an application that, through advanced analytical tools and defined rules, allows you to propose the customer the mode of loss adjustment, as well as adjust the loss adjustment process and improve the process within the organization, reducing employee involvement in the process.
Changes in the registration of claims
After registering a claim in the system, the system automatically assigns a claim adjuster to it. Both the specificity of a given damage and the burden on employees are taken into account, and relevant documents are attached to the file. The mechanism of assigning a liquidator and attaching documents are also used in the later stages of liquidation, which also affects the optimization of the process.
Introduction of the document portal
The application offers two options for communication with the client:
- forwarding documents to the client - the client receives a link to the application, where he can read the documents sent to him.
- receiving documents from the client - the client receives a link to the application, in which he can attach scans or photos of the required documents. After completion, the documents are placed directly in the damage file.
The introduction of this solution allows the customer to perform activities at a convenient time for him, which increases the convenience, but also simplifies the contact with the customer, thus accelerating the liquidation process.
Automatic dispatch of letters
The digital process of claims handling is complemented by the introduction of a tool that allows sending letters without the participation of the system user. Based on defined algorithms and business criteria, repetitive letters and reminders sent during claims handling were automated.
The launched tools free liquidators from simple, repetitive actions. In this way, it not only speeds up the contact with the customer, improves the liquidator's work, reduces the risk of human errors, increases data security, but has a positive effect on motivation.
The implementation of individual modules therefore affects not only cost effectiveness, reducing the number of human errors or employee involvement in individual processes, but also builds the image of a modern insurance company within the organization and in the eyes of the client.