Optimizing Your Customer Communication with Claims Process Automation

The way an insurance company handles claims influences the customer experience more than any other transactional interaction companies have with their customers. Policyholders are concerned about receiving their payments, on top of the stress caused by the incident itself which may include physical pain, medical procedures, property damage, or other loss; even death. Communications during this time is critical, yet many insurers struggle with their claims process and associated correspondence.

Corresponding with policyholders about processing their claims has typically been a semi-manual activity. Though insurance companies have deployed many tools to address this expensive and time-consuming task, the result is often a collection of unconnected solutions. Insurers have automated parts of the claims process, but we often see evidence of human errors, duplication of effort, delays, or conflicting messages.

This can cause confusion and discontent for customers who may not renew their policies because of an unsatisfactory claim experience. Insurers strive to offer excellent customer service and policyholders want a swift, fair and understandable resolution to their claims.

Customer Pain Points: Forms and Status Inquiries

Policyholders don’t like filling out forms. Being asked to provide the same information multiple times is especially annoying. Unfortunately, insurers frequently ask for information they already have. Because the forms come from standalone systems without access to customer data, policyholders interested in keeping the claims process moving must fill in the blanks – and they aren’t happy about it.

Lack of accurate status is also a pain point for policyholders waiting for their claims to be resolved. Calling the insurance company and finding the right person who can answer their questions about the status of their claim is a dreaded chore. Particularly disturbing for customers is learning one department or individual within the insurance company is waiting on another internal entity, neither of which can give the policyholder any updates or estimates of when a step will be completed.

Claims Process Automation Solves the Problems

Intelligent documents and automation solve these problems. Many insurers are turning to Xpertdoc Smart Flows to build and configure flows that automate correspondence at every step of the claims process.

When an insurer receives a claim, a Smart Flow generates and delivers an acknowledgement letter containing personalized customer information from the claim form and from the insurer’s CRM or policy administration systems. This communication assures policyholders their insurance carrier received and accurately recorded the information they provided. Customers no longer need to phone the insurance company to confirm the forms they filled out have initiated the claims process. Insurers save time and money while simultaneously putting customers at ease and furnishing them with accurate details about their claims.

Status changes trigger additional communications. If damages are being assessed by experts, the claim is denied, or payment has been processed, personalized messages sent to policyholders set reasonable customer expectations. Clear, unambiguous communications generated by automated Xpertdoc Smart Flows free staff members from tedious correspondence duties and provide searchable records of events should further clarification be required.

Automating the claims process yields many benefits for insurers and policyholders alike:

  • Provides policyholders with clear and accurate information about the claims process.
  • Establishes a documented chain of events.
  • Centralizes data and document storage.
  • Reduces customer service calls and inquiries.
  • Facilitates a positive customer experience.

Solutions such as Xpertdoc Smart Flows allow insurers to take control of functions that typically rely heavily on manual efforts. Features such as intelligent forms, automated workflows and dynamic documents create an efficient, streamlined and consistent claims process, critical for achieving important corporate objectives such as customer retention and targets for net promoter score.

To learn more about Xpertdoc’s document generation and document automation solutions, visit our Products section, request a free 30-day trial and follow us on Twitter: @xpertdoc@pamelavelentzas

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc