Technology Expedites FNOL Claims

Posted on

January 3rd, 2017

shutterstock_138016598 - Copy First Notice of Loss (FNOL) is a great opportunity to ensure customer satisfaction with their insurance provider. It sets the tone for the duration of their claim and can help put the customer at ease during a stressful time in their life. The longer a client has to wait on their insurance to resolve their claim, the more frustrated they become. As such, it behooves insurance providers to process claims quickly and efficiently. However, antiquated methods of assigning claims after FNOL causes delays and aggravates clients.
Manually selecting an agent interrupts FNOL processing because the individual assigning the claim has to look at all agents’ caseloads, licensing, and availability. To address this problem, companies can invest in customized, in-house FNOL solutions to meet their customers’ wishes. Actec understands the need for this kind of service and provides Full-Cycle Claim and Incident Reporting Solutions.
In addition to custom designed in-house FNOL solutions, Actec’s system can address clients’ needs as they occur rather than on a predetermined schedule. Actec’s Full-Cycle Claim and Incident Reporting Solutions provide a variety of additional benefits as well. Some of these include:

Call logging from start to finish
Timestamped FNOL activity tracking, notice entry, and more
An FROI and maintenance system specific to each state
Tracking catastrophic escalation

Actec knows FNOL is vital to customer retention. Having an effective, streamlined FNOL process helps guarantee customer satisfaction. To learn more about Actec’s custom in-house FNOL solutions, contact us.

Three Key Opportunities to Reduce Workplace Absenteeism

Posted on

December 27th, 2016

Andrew

shutterstock_227384539 - Copy Many employee absences are inevitable, such as when an employee catches the flu. However, chronic absenteeism is another issue altogether. It disrupts the flow of work and can affect the morale of other employees. Below are some strategies for employers to use to prevent excessive absenteeism.

Return-to-Work Interviews

After a prolonged absence, employers should have a face-to-face meeting with the employee. This can help them learn more about the absences to gauge whether the employee is genuine. Having an established return-to-work process can help reduce unnecessary absenteeism as well. If an employee knows they will have to account for their time off, they will be less likely to take fraudulent sick days.

Flex Scheduling

Not all individuals calling out want to miss work. Sometimes, their life situation is forcing them to take a sick day. With the appropriate accommodations, having a flexible schedule can allow the employee to complete their work without taking leave. This could include flexible start times or the ability to work from home when necessary.

Incentivize Attendance

Positive reinforcement often yields much better results than disciplinary action. For example, implementing a reward system for good attendance can reduce absenteeism. This can be something as simple as a $25 gift card for a set period of no tardiness or absences.
Handling absences can be difficult for employers. To take the guesswork out of the process, contact Actec for a custom in-house solution to meet your business’ absence management needs.

Absence Management and FROI

Posted on

December 20th, 2016

Andrew

shutterstock_306793247 - Copy The first report of injury (FROI) is a critical element for worker’s comp compliance. Even if the employer does not agree with the employee, the employer must file an FROI. Each state has its own FROI form, but the requirements follow a similar pattern. Employers must file an FROI after an employee misses five or more paid workdays due to an injury. The employer has seven business days from the fifth missed workday to file.
Employers should make four copies of the FROI form. One copy should go to each of the following:

The state
The employee
The insurer

Employers should retain the fourth copy for their business records.
Another circumstance that requires an FROI report is if the employee seeks medical treatment for a workplace injury. Once the doctor learns of the context behind the injury, they must file a report. This is to ensure an accurate timeline and detailing of medical facts (i.e. dates, times, and locations pertinent to the injury). Much like first notice of loss (FNOL) reporting, prompt FROI reporting leads to a better result. Delaying can cause confusion over the accuracy of facts and interrupt the return-to-work process.
FROI and absence management often go hand in hand. Returning to work after a workplace injury can intimidate some employees, especially if they missed a prolonged period of work. However, returning to work can improve the employee’s morale with the proper accommodations. A phased reintegration can provide financial and emotional benefits for the employee. This also benefits the employer as the employee can return to work faster without overwhelming them. To learn more about FROI and absence management, contact us.

Tips to Improve Your Mobile Insurance Strategy

Posted on

December 13th, 2016

Andrew

phone The insurance industry is sometimes slow to adapt to new technologies. However, as of 2015, almost 70% of adults in the United States own a smartphone. This is almost twice the number of adults who owned a smartphone in 2011. With smartphone ownership skyrocketing, insurance companies cannot afford to overlook mobile applications.

Mobile Benefits Everyone

Mobile capabilities cease to be an option but a necessity as more millennials come of age. The millennial generation may be driving the need for mobile apps, but rising customer expectations across the board are pushing for it too. Going mobile can benefit insurance companies as well. For example, offering mobile solutions for First Notice of Loss (FNOL) can give an insurance company a competitive edge. A mobile app can also provide recommendations for vetted service providers. This will help ease the customer’s stress. Improving the customer’s experience during a time of crisis goes a long way toward retention.

Be Forward-Thinking

It is not enough to adapt to customers’ wants after they happen. If your competition had a mobile app before you, you are already behind the curve. While insurance companies cannot predict accidents, they can detect them as they are happening. An example is using sensors in the home. These sensors can detect plumbing problems. The sensor will then notify the insurance company, who can then contact homeowners about the issue. This can help prevent catastrophic water damage, especially if the homeowner is out of town.
Making these necessary changes can be daunting, but there is no need to take on these tasks alone. Contact Actec to learn more about custom solutions to improve your claims process.

Strategic Absence Reporting & Management

Posted on

December 6th, 2016

Andrew

shutterstock_252811903 - Copy When an employee is off work due to an injury or sickness, many managers request a doctor’s note indicating how long the employee will be out of the office to recuperate. They also tend to find out what accommodations the employee may need to return to work. However, there are better ways to manage the return-to-work process.
Many employers do not have a dedicated return-to-work process as they handle each employee on a case-by-case basis. However, there are costs associated with long-term employee absences. Not only that, but there is rarely dedicated staff to manage absences in a meaningful way. If employers take proactive steps to managing absences, they can reduce absence-related expenses.
In order to manage attendance and the return-to-work process proactively, employers need to look at their current policies. Consider the following:

Absence Communication

Employees need an effective way to communicate absences. More often than not, their only course of action is to leave a message with their boss. It may be days or weeks before human resources (HR) learns of the illness/injury. Implement proper communication channels so the employee can contact the right person to reduce delays.

Support the Supervisors

Supervisors need an easy way to track absences. Asking them to document medical notes for weeks at a time is burdensome and unrealistic. Implementing an online system to manage most of the legwork saves time and keeps all relevant information in one place.

Support the Employee

More often than not, the sick or injured employee has to deal with the medical system on his or her own time. Because they are unfamiliar with it, this causes delays. By retaining a dedicated staff to help the employee manage the medical challenges, employers can facilitate a faster return to work.
Proper absence management can save costs due to delays. These fixes can improve flaws within existing processes as well as implement new procedures to save time and money. The best way to approach these changes is with an in-house solution tailored to your needs. Contact Actec to learn more.

How to Implement an Attendance Management Program (AMP) in the Workplace

Posted on

November 29th, 2016

Andrew

shutterstock_174875483 Absence management is a difficult task for Human Resources. Navigating habitual absences and conducting investigations can be cumbersome and awkward for all parties involved. By having an attendance management program (AMP) in place, employers can take the guesswork out of the process. Below are crucial components that any AMP needs to succeed.

Define Absence

An absence may seem cut and dry, but not all habitually absent employees are the same. Some absences are not the fault of the employee, such as inclement weather. For the sake of the program, make it clear which absences count for the purpose of the AMP.

Innocent and Culpable Absences

Continuing with the above, employers need to distinguish the cause behind the absence. The cause of the habitual absences can determine the best course of action. For example, an employer would handle an employee who calls out every Friday for seemingly unconnected reasons very differently from an employee who called out for a week straight due to a documented illness. Classification can help employers establish their approach to managing various types of absences.

A System for Tracking Absences

Employers need to ensure they have a way to monitor and track absences. The system should be able to distinguish the difference among paid sick leave, unpaid sick leave, and so on. By being able to review employee attendance, employers can notice patterns or find answers to their absence-related questions.
Implementing a workplace AMP can help employers manage attendance and reduce habitual absenteeism. However, implementing such a program can be difficult. For a custom solution to address your company’s absence management needs, contact Actec.

Improving Claims Denial Management

Posted on

November 21st, 2016

Andrew

absence management video image border Claims denial is part of any insurance revenue cycle, particularly when it comes to healthcare. While it is unrealistic to assume claim denials will drop to 0%, there are ways to prevent it from happening. According to the American Medical Association (AMA), denial rates ranged from 0.54% to 2.64% for major private payers and up to 5% for Medicare. Rates are down across the board from 2012, but there is still room for improvement.
The cost of claims denials has prompted some providers to focus on avoiding denials in the first place. The process involves:

Putting an automated procedure in place
Identifying and evaluating reasons for denials
Enhancing front-end processes for the revenue management cycle
Handling denials using an expedient method

The vast majority of denials are avoidable. By identifying the most prevalent reasons for denials, providers can improve their processes to reduce these issues. Some of the most common causes for denial include:

Payer does not cover services
Claim submitted outside of time limit
Duplicate claim submission
Relevant information missing

Rather than waiting for a rejection notice, providers can take an active role in claims denial management. By reducing inefficiencies that cause or promote common errors, providers can save money by avoiding denials. The best way to achieve this is with a custom in-house solution to address your specific claims process. Contact Actec to learn more.

Improve FNOL Customer Satisfaction for Better Retention

Posted on

November 10th, 2016

Andrew

shutterstock_138016598 - Copy First notice of loss (FNOL) occurs when a customer first contacts their insurance provider to make a claim. It should not come as a surprise if the customer is upset. They were either just in an accident, experienced a theft, or some other kind of damage occurred to their insured property. An insurer’s FNOL process offers a major customer service opportunity to improve customer satisfaction and retention.

How to Improve FNOL Satisfaction

A claim intake specialist may feel they cannot improve a customer’s experience if the customer is already distressed. It is true the specialist may not be able to improve the customer’s situation in that instant. However, there are steps they can take to leave a positive long-term impression.
The claim intake specialist should explain the policy coverage to the customer. Even though the customer selected their current level of coverage, they may not remember every detail about their policy. No customer wants to be left in the dark when it comes to what his or her policy covers.
The specialist should also provide details on the claims process. The customer may not know what steps they need to take or when to expect their claim payout. If the customer knows it takes 5-7 business days for their claim payout to process, they will not be wondering where their money is three or four days after filing their claim.
Improving customer satisfaction through FNOL goes beyond retaining current customers. Customers who are delighted with their insurance provider’s performance are much more likely to recommend their insurer to others. To learn about custom in-house solutions to improve your FNOL process, contact Actec.

Absence Management and Record Keeping

Posted on

November 1st, 2016

Andrew

shutterstock_306793247 - Copy There is a lot of talk about absence management among Human Resources professionals, but talk only goes so far. While most companies have an absence policy, less than a quarter of them record and monitor absences. Without absence data, there can be no effective absence management.
A major way record keeping can improve absence management is by providing employers with potential solutions. The data can show patterns that allow employers to develop a response plan for different types of absences. For example, musculoskeletal problems are one of the main causes for absences. If an employer creates a way for rapid access to physiotherapy after an injury, they can reduce the amount of time an employee requires before returning to work.
Absence records can also help identify habitually absent employees. For instance, an employee may call out sick every year right before a major holiday or busy season. While this employee may have a legitimate seasonal health issue, the data can provide employers with a starting point. The employer can then investigate the legitimacy of these absences and determine ways to help mitigate their frequency.
Knowledge is power. The right data can help employers learn why their staff takes time off and how to manage those absences. Contact Actec for custom solutions to meet your absence management needs.

Technology a Critical Component in FNOL Solutions

Posted on

October 24th, 2016

Andrew

shutterstock_229854826 1920x750 First notice of loss plays a critical role in many organizations. The manner in which data is reported, transmitted, managed, stored, organized, and used will dramatically impact the efficacy of an FNOL operation and everything it touches. Whether in use by an insurance carrier, an airline, or other FNOL-dependent organizations, success has been redefined by the widespread implementation of technological advancement. What kinds of technology play such an important role?
Electronic Data Interchange – FROI, SROI and medical bills can be carefully reviewed before submission to avoid delays. This can improve customer service while decreasing costs and reducing error.
Adaptable, Cloud-Accessible Database Functionality – Keep data in the form most conducive to its users with unique, cloud-accessible implementations of data intake, organization, and management.
Multifold Communication – Leveraging modern communication tools like social media and texting to communicate reduces lag time in reporting and management while increasing customer and employee satisfaction.
High Fidelity VoIP – Increase bandwidth, record communications for further analysis, and decrease costs with internet-based telecommunications.
To learn more about first notice of loss and technology-based implementations, read our blog posts or contact us.