5 Ways Text Communication Improves Insurance Claims

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November 9th, 2020

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Insurance providers know that first notice of loss (FNOL) plays a critical role in customer satisfaction for the duration of any given claim. However, any bottlenecks or frustrations can tank customer loyalty. Retaining existing customers costs much less than trying to secure new ones, so it behooves insurance providers to keep their existing client base happy. One of the easiest methods to achieve this is to enable text communication between claim adjusters and customers.

Claim adjusters can harness the usefulness of texting in the following ways:

  1. Reduce error-related delays. Insureds aren’t well-versed in insurance documentation. The effort involved is often cumbersome and frustrating. Their irritation intensifies over denials related to small clerical errors. Text message communication allows insurance adjusters to review documents and help customers make any necessary corrections before submitting the paperwork.
  2. Simplify sharing photos and videos. Following a loss, having a picture or video of the damage helps adjusters get a jumpstart on the claim. However, many images and video files are too large to attach to emails. Many insurers allow their customers to upload files via a mobile app, but this isn’t helpful if the insured doesn’t already have the app on their phone. Waiting for an app to download, creating a login, and figuring out where to upload photos will annoy the customer when texting is so much faster and easier.
  3. Eliminate lengthy voicemails and missed calls. Customers don’t like listening to long-winded voicemails, and many don’t check their inbox at all. According to a report by Adobe, email communication fares better with an open rate of 20-30%. However, text message communication blows both out of the water with a whopping 98% open rate. Texting often yields faster communication as well, as most people open texts within three seconds of receiving them.
  4. Enhanced accessibility. Most customers have a smartphone and know how to text with ease. This isn’t always the case when it comes to navigating a mobile app or attaching documents to an email. Texting is also beneficial for customers with hearing loss. Texting gives adjusters access to almost every customer, which allows them to deliver superior service.
  5. Streamline commonly asked questions. Insureds aren’t always familiar with their coverage, and the claims process can leave them with more questions than answers. Calling their insurance company, navigating a phone tree, and sitting on hold to get an answer for a basic question provides a subpar experience. Text communication allows customer support agents to field these questions while also producing a written record of the exchange. This frees up insurance adjusters’ time so they can focus on claim-related issues.

Text message communication provides benefits for both the customer and the insurance adjuster. It improves workflow while delivering superior customer support. Contact the experts at Actec to learn how text communication can improve FNOL and claims management for your insurance company.

Five Musts For a Better Claims Management System

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April 10th, 2015

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Claims reporting can happen whether something minor, like a fender bender, or something catastrophic, like a house fire, occurs. We’ve outlined some of the basic steps to go through when filing a claim.
I.            Assignment of claim:
After the claim is received, a professional will be assigned based on the type of claim it is.
II.            First contact:
Claim professionals will contact the victim to gather facts, assess the total loss, and evaluate coverage. They’ll then run through everything with the victim and identify ways to protect the property from further damage.
III.            Valuation and estimation:
A claim professional will check and document the damages to determine whether the loss is covered by the policy. Photos are sometimes taken, and if needed, witnesses are interviewed — after which the claim can be evaluated.
IV.            Declaration:
After reaching a resolution, the customer is either compensated for the loss or they’re denied payment because of lack of coverage.
V.            Shutdown the claim:
Once the claim is resolved under the terms of the policy, it is closed. However, it can be re-opened for investigation if any additional expenses are discovered.
To learn more about how Actec can assist your business in claims management, click here.