My previous post touched on the 6 Ways a Modern Claim System Should Empower a Carrier. Claim intake is a critical part of the process, so it pays to investigate that part of the claims operation to discover the benefits of a more modern system compared to one deployed in the 2003 – 2010 timeframe.
Capability #1: Support for multiple intake or claim reporting channels. These could include a call center, inbound loss reports through electronic file/image system integration, import from vendor partners (glass or medical claims), web portal, or mobile loss reporting including support for electronic file attachment or photo capture upload.
Capability #2: A powerful assignment function. Modern systems can assign an adjuster based on any factor related to the loss (like line of business, type of claim, severity, jurisdiction, and more) which creates a win-win for claimant, agent, and carrier. Using configurable rules, the system automatically puts the claim in the hands of the right claims staff as quickly as possible to enable faster cycle times that equate to lower expenses and settlement costs.
Capability #3: Support for automated claim handling when appropriate. Carriers typically benefit from no-touch/low-touch claims for glass, medical only, or other simple claims using a combination of rules and service integration. Being able to offload simple claims while focusing staff and adjusters on more complex claims can introduce operational efficiencies.
Capability #4: Faster, better communications through automated communications with claim parties (policyholders, claimants, agents, and vendors) by using rules to trigger, produce, and deliver outgoing letters or correspondence on receipt of a new claim, including notifications through email or text message.
If your company is considering a stand-alone claim system or one that is part of an enterprise suite update, be sure to consider these claim intake capabilities.