Claims handling is the ‘Moment of truth’ for the insurance process, an opportunity to fulfil the promise made to customers to pay a valid claim.
When a customer makes a claim it is usually as a result of loss, damage or distress and therefore there is an obligation to deal with claims as quickly and professionally as possible.
inSTREAM™ for Claims provides the ‘hub’ through which all your claims related information (including general and legal correspondence, photos, evidence etc) can be received and processed, accelerating the speed of handling, minimising the need for human intervention and delivering Guaranteed Perfect Input into your claims handling systems.
How it works
By post
Insurance claims are made up of a plethora of different documents in various media formats that are received from many sources throughout the period of a claim. You can receive and scan these at your premises (wherever they are) using our inSTREAM™ Client software. It’s easy to configure with a scanner and you can upload all claim related documents directly into the inSTREAM™ Service Platform. Alternatively (or as well as..) this task can be outsourced to our Service Centre and we can process them for you. We can collect your these from your premises or directly from your local Royal Mail sorting office. We can also arrange for a PO box to enable them to be delivered directly to the Service Centre. Whatever you choose, your claims will be handled within our highly clinical and automated Service Centre. We’ll handle the receipt of post, opening, preparation and scanning of all documents (and materials) and upload them for processing into the inSTREAM™ Service Platform.
By Email, Fax
Claims and related documents received by email(& attachments), fax and electronic data streams can be processed directly into the inSTREAM™ Service Platform.
Regardless of whether they were received on paper, email or fax they all become electronic transactions when they are handled by inSTREAM™. The first step in processing each document is to recognise it and apply the business rules to process it. inSTREAM™ is smart enough to recognise content and to handle accordingly. This typically means identifying the claim reference and any key data that is required. If inSTREAM™ cannot guarantee the accurate handling of the transaction then it requests the assistance of an operator. This ‘Resolution handling’ step can be carried out by your own staff, our Service centre staff or a 3rd party organisation using inSTREAM™ Client software anywhere in the world. You can even leverage part time workers who can operate from their own homes.
Decision Making
By immediately identifying each transaction, priority can be given to important claims or correspondence that need attention and routed to decision makers by their preferred media such as email, mobile, web or even within your current ERP system. Regardless of their location and whatever their preference, they have the ability to take appropriate action quickly. At all times, the entire process follows your business rules.
Response handling
A customer claim or correspondence may trigger other actions that involve a response to them by post, email, fax or mobile message. inSTREAM™ follows your business rules to carry out these actions and keeps a compliant audit trail of all the actions taken.
Data Delivery
inSTREAM™ ‘feeds’ Guaranteed Perfect Input to your line of business systems. This may be one or many systems such as Claims Handling System, CRM, ERP or customer response system.
Digital Records Storage
Every claim and correspondence, along with a complete audit trail can be automatically stored as part of the process within inSTREAM™. These documents and data can be accessed directly from within your systems or by authorised users via their web browser. They are available for as long as your business rules define and can be retrieved by word or phrase just as easily as if were search ‘Google’.
Visibility
Your business rules are adhered to and every aspect of your process is managed and monitored by inSTREAM™ which provides real-time views and performance against service level agreements. Regardless of whether you monitor progress in real-time, inSTREAM™ maintains a detailed, and auditable record of every steps, ensuring compliance and data integrity.