VP of Client Ser­vices, In­sure­soft

Digital Insurance - - CLAIMS -

How does a dig­i­tal claims sys­tem help im­prove cus­tomer ac­qui­si­tion and re­ten­tion? What are the risks of not adopt­ing a dig­i­tal sys­tem?

In to­day’s fast-paced world, pol­i­cy­hold­ers have an ex­pec­ta­tion of ef­fi­ciency and trans­parency. Dig­i­tal claims sys­tems al­low in­sur­ers to au­to­mate once man­ual pro­cesses, not only im­prov­ing cus­tomer ser­vice, but also si­mul­ta­ne­ously re­duc­ing costs. To­day’s claims sys­tems pro­vide pol­i­cy­hold­ers in­sights into the ac­tiv­ity of their claim through mo­bile ap­pli­ca­tions and elec­tronic com­mu­ni­ca­tion. In ad­di­tion to pol­i­cy­holder ben­e­fits, dig­i­tal claims sys­tems also im­prove ad­juster sat­is­fac­tion by re­duc­ing the need for man­ual pro­cess­ing, al­low­ing the ad­juster to fo­cus on claims han­dling and set­tle­ment.

Why does in­te­grat­ing your claims, pol­icy ad­min and billing sys­tems lead to greater ef­fi­cien­cies and bet­ter cus­tomer ser­vice?

Hav­ing a 360° view of the pol­i­cy­holder’s in­ter­ac­tions with the in­surer is es­sen­tial to high qual­ity cus­tomer ser­vice. Ac­cess­ing all rel­e­vant cus­tomer in­for­ma­tion from a sin­gle sys­tem gives in­sur­ers the abil­ity to not only quickly view the state of the pol­icy, but to iden­tify ar­eas with gaps in cov­er­age or the need for ad­di­tional ser­vices. In­te­grat­ing core sys­tems also im­proves the ef­fi­ciency of the claims han­dling process. Real-time ac­cess to rel­e­vant pol­icy data al­lows claims per­son­nel to quickly an­swer cov­er­age ques­tions and ex­pe­dite the claims han­dling process, ul­ti­mately set­ting the claim faster re­sult­ing in a hap­pier cus­tomer.

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