CHAR­LIE HANNA

Di­rec­tor of In­sur­ance Solutions

Digital Insurance - - CLAIMS - Con­tact In­for­ma­tion Hy­land (216)379-7698 | OnBase.com/In­sur­ance

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

The claims process of the fu­ture is ra­tio­nal­ized and au­to­mated, fo­cused on loss pre­ven­tion. New tools, like telem­at­ics, so­cial me­dia and drones, brings new in­sights and an­a­lyt­ics, al­low­ing in­sur­ers to in­vest in pre­ven­tion. En­hanced plat­forms will lead to in­creased ef­fi­ciency and bet­ter dig­i­tal ex­pe­ri­ences for con­sumers, while process au­to­ma­tion will trans­form claims han­dling.

The abil­ity to cap­ture and cap­i­tal­ize on dig­i­tal con­tent, espe­cially un­struc­tured data, pro­vides new op­por­tu­ni­ties to im­prove com­mu­ni­ca­tions and en­rich the data that is needed to set­tle a claim. Lever­ag­ing mo­bile and cloud offers new op­por­tu­ni­ties to com­mu­ni­cate with cus­tomers when and how they would like.

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

The re­al­ity is many un­der­writ­ing and claims de­part­ments have lit­tle or no ac­cess into one an­other’s work­loads and de­ci­sions and no easy way to col­lab­o­rate on poli­cies or claims. This is no longer ac­cept­able. In­te­grat­ing the core sys­tems that run your busi­ness is crit­i­cal. By do­ing so, you are pro­vid­ing a 360 -de­gree view of the cus­tomer to your em­ploy­ees, agents and bro­kers. Gone are the days of cus­tomers will­ing to pro­vide the same in­for­ma­tion over and over. Com­mu­ni­ca­tion should be seam­less, re­duce rep­e­ti­tion and the in­for­ma­tion cus­tomers must pro­vide at var­i­ous stages of a pol­icy or claim.

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