The sheer number of variables in the insurance claims process increases the probability of problems throughout the lifecycle of a claim. This is why it is important to minimize all possible errors and create consistency with workflows and learn how to improve insurance claims workflows that aren’t working for the customer or the company. For example, the First Notice of Loss (FNOL) is particularly fraught with opportunities for future confusion. There is a jumble of activity and pressure on the claimant as they attempt to relay the situation and understand the process and next steps. Likewise, the agent is faced with an influx of information that they must record and analyze within a short period of time.
The data input into FNOL will be used to determine the approach, path, and assignment of the claim. When this information isn’t correct; or difficult to update as details change, it may be too late or too difficult to course correct the claim. This can result in the wrong team being assigned – the team may be inexperienced or too costly or unaware of details to search for. The customer will be confused and frustrated by this process, and both the company and the customer end up repeating steps, retracing communication, and wasting valuable time and resources.
Cask can solve these issues and improve insurance claims workflows on ServiceNow with five quick steps.
1. We make the claims process easy and understandable for the agent and the customer.
Every person has a preferred way to approach activity. The more consistent the approach is, the more predictable the outcome. To make the claims process easy to understand, Cask uses playbooks and guided decisions to support an agent’s approach to their responsibilities. Easily available knowledge articles can help the customer understand what to expect during the process – including their responsibilities and the assembled actions of the insurance company, auxiliary companies, and partners such as medical personnel, body shops, and car rental companies.
2. We let the customer choose the timing and the channel of engagement (phone, chat, web, etc.).
Insurance companies cover a range of demographics, and different customers will be comfortable communicating through various channels such as phone, email, chat, and web. Letting the customer choose the preferred channel provides a sense of control and comfort during a challenging time. Cask will integrate communication from all these channels throughout the claims process into a single record. This makes it easy for the agent to quickly respond to customer queries as well as know when the customer has updated a task or has missed a deadline for responding.
3. We keep the customer updated with company actions, decisions and outcomes.
Customers have busy lives before a claim and the claims process becomes one more task to be managed during a hectic day. Outlining expectations, providing tailored documentation, and relaying results of specific decision points reduces misunderstandings, rework, and frustration for the company and the customer.
4. We make it easy for the customer to consistently be guided through each step of the resolution process.
By automating tailored communication to the customer, it becomes easier to keep the customer current; easier for the customer to provide updates (and corrections) by responding rather than initiating; and easier to remind the customer of outstanding responses required. The ability of the customer to respond to a chat, text, or email by clicking on an embedded link increases the probability of a timely response.
5. We provide automated dashboards internally (how the company is performing) and externally (how the customer activity is impacting the claim/rates/coverage).
Providing the customer visibility into where they are in the claims process via an on-demand dashboard when it’s convenient for them reduces the reliance on an agent being available and increases the satisfaction of the customer. Customers can choose the frequency of updates they wish to receive.
Cask Can Teach You How To Improve Insurance Claims Workflows
Along each step in this process, Cask helps build a consistent process for claims – for both internal and external customers keeping in focus the goal to improve insurance claims workflows. The benefits of a consistent claims process are numerous, and include faster agent onboarding, less reliance on experiential knowledge of agents, reduction in rework, improved customer satisfaction, faster claim resolutions due to ease of communication, reduction in misunderstandings (and rework) for agents and customers, and improved visibility into partner performance.
Request a quote today and learn how our ServiceNow experience and industry know-how can help you achieve a digital transformation and improve insurance claims workflows.
