索赔管理的数字解决方案

Digital solutions Combining high-tech and high-touch to deliverbetter outcomes for you and your customers E-book Ensuring claims management excellence Combining tech withthe human touchincreases subrogationeffectiveness inrecovering expenses Excellent claims management is a key success factor for every insurance firm. When it’s done right, thereis a smooth journey from first notice of loss (FNOL) to settlement and beyond. This ensures customershave a good experience by being paid promptly and accurately, and businesses identify fraudulent But inefficiencies in traditional, mostly manual, ways of managing claims disrupt this journey and burdenlive team members with mundane and repetitive tasks. This increases the cost of doing business inseveral ways: INCREASED TIMETO PROCESSCLAIMS LEADING OVERPAYMENTOF CLAIMS DUEREDUCEDSUBROGATION Inefficient processing impacts customer satisfaction, which can lead to decreased renewal rates as itdrives up the cost of completing each claim. It can also increase employee turnover, resulting in costlytraining time to get new customer experts up-to-speed on products and regulations. But there’s no need to stick with traditional claims management that isn’t reinforcing a customer’sexperience with a brand. Today’s digital claims management solutions take advantage of the power ofautomation and artificial intelligence (AI) technology to help with mundane tasks, along with human The CX bottom line for claims management ENGAGING WITH CUSTOMERS FNOL is the customer’s first impression of how they will be treated and setsthe stage for how satisfied they will be with the process and the company.Traditionally, a customer support expert has had to express empathy whilealso manually collecting the information necessary to process the claim. AI-powered solutions simplify the experience for both customers andrepresentatives. An intelligent virtual assistant gathers the customer detailsbefore transferring them, with context, to a representative who specializesin that particular type of claim. The representative can easily confirm the AI also ensures the representative has the right specifics, based on the policy, itsbenefits, and the region where the ocurred, empowering them to more seamlesslywalk the customer through what they can expect as their claim is processed. Itrecommends the best actions, based on the conversation and sentiment analysisand provides real-time answers if the representative has a question. Because the Each time during the claims process that the representative engages with thecustomer, the technology helps them personalize the conversation, take the rightactions, and deliver the right information. It also identifies patterns in customerbehavior and conversations that may indicate a claim is fraudulent and can then STREAMLINING PROCESSES As a result of working withdigital claims managementsolutions, a leadingmultinational insurancefirm was able to achieve aservice level rate of 95%,settle 45% of automobile Manual processes can overwhelm representatives who work on many different claims at thesame time, decreasing their efficiency and effectiveness. This also leads to miscommunication Intelligent automation that integrates AI keeps claims progressing through the system. Thetechnology understands each step in the process, its timing, and everything that’s beinghandled by each representative. It moves claims along, flags issues so they can be quickly Representatives are alerted when a claim needs their attention and tasks are prioritized bydeadline, so that they are always working on the right claim at the right time. As they work,the system recommends the next action so that they can promptly complete tasks and moveto the next claim and guides representatives through complex processes. They simply answer With AI-based automation, tasks get done in less time, with fewer mistakes, and claims leakageand overhead are reduced. Employee productivity and effectiveness goes up, and so does theirsatisfaction, as they spend their time doing meaningful tasks. Reducing training time and improving training quality The complexity of insurance products and services and the differingregulatory environments where each of their policyholders is locatedhave traditionally made it difficult, time-consuming, and expensiveto bring new representatives up to speed. The only way to practice AI enables faster training within an immersive environment wherecustomer engagement exercises mirror customer engagement in thereal world. These engagements can be tuned to specific customersentiment, specific issues, and to train specific skills. Conversations flow One global insurance companyhas been able to cut training timefor representatives by 50%, from Representatives emerge from this training better equipped to worksuccessfully with customers from their first day. AI also makes it easier to Improving business results with end-to-end processing The claims process doesn’t end