Insurance Industry: Improving Claims Intake Process

Claims Intake Channels

Omni channel customer expects to engage via any or every channel - web, mobile, in person, phone, fax, mail, chatbot, email, sms, skype/video, social media
Customer may want to start the claim in one channel and then access the claim via another channel
24/7 access on web, mobile, voice channels. No contact center wait times

Claims Intake Process

User roles: Web/Mobile - policy owner only, Agent/phone - Employer, policy owner, relative
If new user, a new account (email) with password is created
Secure Claim Intake Wizard collects all necessary claim data on Web/Mobile channels
Line of business-specific rules-driven workflow.
If customer or employer already has an account or has filed prior claims, prefill customer, employer information and policy and property information
Customer can also upload supporting information such as damage photos/video
Customer can save incomplete form and come back and fill remaining information
Confirmation email/sms with claim no is sent as per customer preference once filed
Intake Process time: It should take less than 10 minutes to complete FNOL

Claims Handling

For incomplete claims, information is saved. Customer can come back and complete information or contact customer agent or ask the agent to contact them.
Claim tracking number generated and provided to customer once FNOL is complete
Simple claims - Automated claim handling and resolution of simpler claims
Complex claims - Customer informed on next steps, claim resolution time, automated adjuster assignment and their contact information provided, claim status

Claims Intake Support

Step-by-step checklist advices users on information and any supporting documentation that is needed for filling the intake form
FAQs/Videos explain claims intake process and next steps
Chatbot - robo-advice on coverage, existing claims inquiries & help in filling the claim form
Optional customer satisfaction survey at the end of the intake process

Industry 4.0