The Intersection of People, Customers, & Technology *in the Claims Process

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Information about The Intersection of People, Customers, & Technology *in the Claims Process

Published on June 27, 2014

Author: Kodak_Alaris

Source: slideshare.net

Description

The intersection of policy holders, insurance staff and technology offers significant opportunities in the challenging claims processing business:

Engaging and communicating with your customer base: Allow your policy holders to communicate with you following their preferences and fully integrate all communication channels including social media; in order to make this input valuable you want to find a solution that understand the true meaning of any type of text based input, regardless of structure, source, and format

Workflow talent management: Balance workforce expertise levels between aging experts and less experienced staff by allowing them to focus on cases or requests that align with their expertise while providing less experienced staff with a comprehensive, yet dynamic knowledge base

More efficient processes: Improve and where feasible automate your claims process connecting your mailroom, back office operations, and your service center

Fraud prevention: Focused data mining to detect and prevent fraud

Business growth: The automated and shortened handling significantly reduces the cost involved in the claims processing. At the same time customers are more satisfied and consequently more loyal. Agents are more motivated and have more time to focus on up selling, thus creating addition revenue.

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