Reduce claims processing times and ensure a smooth customer experience by managing the claims receiving process with workflow automation technology.
Claims managers know that when an incident occurs, it’s going to create a lot of paperwork. Once a report is filed, it is up to all independent players to collect, transmit, and manage all related materials, which is often done via email, spreadsheets, or even through the mail. And when it comes time for litigation or an audit, it’s absolutely critical to know that the procedure was followed to the letter and that everything is where it should be.
As businesses navigate an increasingly litigious year, claims administrators are beginning to take a more holistic approach to the claims administration lifecycle and process. In other words, they’re not just looking at the bottom line, but thinking about where the claim starts and how quickly it goes from field to warehouse. With a number of claims to monitor at once, gathering the right information efficiently, securely, and accurately makes or breaks the entire process.
As technology transforms the material management landscape, consumers have also grown accustomed to near-instantaneous responses and electronic communication. Having a “pain free” experience is important and the bottom line of your claims process.
Using the workflow to maintain the chain of custody
Gathering evidence quickly, uploading it promptly, and maintaining your chain of custody are critical—and this can be complicated, time-consuming, and error-prone without workflow automation software. Workflow technology uses hidden logic to ask the right questions and require specific fields, so field managers don’t have to guess what’s important.
For example, based on the type of claim file that has been activated and the fields that have been completed, a workflow can determine what type of evidence should be collected. For example, are there images available or would it be a waste of time to search for them? Is there physical evidence that needs to be labeled and stored?
Without this in place, it is not uncommon for those collecting the evidence to receive significant emails with the corporate office or, in the worst case, miss out on important evidence that would otherwise help clarify the concerns in the claim.
Workflow automation isn’t the end of a claim journey, but it does make the beginning of the process more efficient and less error-prone. What does this mean for you? Moving forward, your claims team will generate more favorable results and save time today.
When thinking about improving claims lifecycle processes, it is helpful to consider the entire process, from the moment an incident is triggered to analysis of the incident that helps make better future decisions. When claims administrators take a holistic approach, they often find that workflow tools (especially those that easily integrate with their claims files) can act as the conduit between the field and the file, ensuring that information is shared. deliver quickly and accurately, every time.
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