Getting the correct process in place is crucial for efficient and cost-effective claims management. Ensuring that these processes are followed every time by everyone can be even more of a challenge that requires regular training, discipline and ongoing support to enable staff to achieve this day in day out.
For organisations managing hundreds or even thousands of claims each week, automation is crucial to the claims management process. The configuration of the automation rules to meet your evolving business requirements will determine the success of your claims handling system.
Automation provides great operational efficiency benefits to the claims handling process and includes:
- Workflows can be used to automatically assign incidents and claims to the correct person or team for processing. Alternatively, a time-based workflow could notify your claims team when a claim needs to be escalated if it is not processed within an agreed period.
- Tasks can be automated based upon the stage of the claim process. For example, when closing an incident, you could automatically notify your customer of the update. Some organisations also use tasks to notify account managers or dedicated claims handlers for specific claims accounts.
- Using automated approvals claims are assigned to the correct person or team, based upon your own requirements to ensure the claim is reviewed and signed off by all the appropriate people, whether this is one person or a queue.
- Automate events scheduling to keep track of planned review dates, calls and response deadlines for each and every claim.