Discover the collaborative effort between Upptec and our client as we introduce a cutting-edge tag and sorting system designed to refine the claims handling process. Explore how this solution addresses challenges, offering improved efficiency for both policyholders and claims handlers.
Embark on a collaborative journey with Upptec and our client as we unveil an innovative tag and sorting system designed to enhance the efficiency of claims handling. The collaboration between Upptec and the client led to the development of a tag-system allowing claims handlers and insurance holders to tag and sort items, addressing challenges posed by large claims. When trying to adapt the way of working in volume claims to complex claims, the client found that the increased number of items limited the claim overview and structure. This development enhances claims overview and structure, ultimately boosting the efficiency and accuracy of complex claims handling.
Managing claims with a high volume of items presents significant hurdles for both policyholders and claims handlers. While volume and complex claims share similarities at an item-based level, the crux lies in the sheer quantity of items in complex claims. Claims above 50 individual items could be an extremely time-consuming process for both policyholders and claim handlers. As the number of items in claim increase, pinpointing the items which need further manual handling becomes exponentially more difficult. Without proper support in structuring and sorting items, the task is time-consuming, complex, and with increased risk of error. These traits affect the overall satisfaction of the policyholder, increase the risk for fraud, and increase overall costs per claim. The client needed a way to simplify the handling process for these large claims, both for the policyholder and the claims handler.
The solution introduces a tag and sorting system, allowing claim handlers and policyholders to tag items with the corresponding room, streamlining the overview of complex claims. A TV could for example be tagged with “Livingroom” and a bed with “Bedroom”. Items would then be sorted and presented according to its tag, both in Open-Link and Connect. With the possibility of showing specific, grouped, items according to the tag divides complex claims into smaller more manageable pieces, simplifying the overview. Furthermore, on the Connect side, rooms with items which need manual handling are clearly marked, assisting the claim handler with priority allowing targeted actions where required most.
Using tags for rooms is one possible way of utilizing this technology, suited for complex claims. It should be noted that the tag can represent anything. Tags could be used by the policyholder to mark which items they have a recite for. Or, should it be suitable, the claims handler could tag the items with tags corresponding to recommended links in the decision shared with the policyholder. For example, these links could inform about recommended recycling for the specific items, or locations for the reacquisition of damaged items.
“We wanted to simplify the handling of larger claims, both for the customer and the claims adjuster, and presented our request to Upptec. They were very receptive, and together we were able to develop this solution. The change and development have progressed smoothly, and above all, it has been enjoyable to see our thoughts and ideas come to life. The collaboration with Upptec gives us the opportunity to tailor solutions that best suit our and our customers’ needs.”Client Quote
The direction and expertise input of the client, combined with the development and dynamic problem solving expertise at Upptec accelerated the development process, while simultaneously improving the final results. The fact that the development was a collaborative effort was invaluable to the quality and speed of which this project could be completed, and the solution delivered to the client. With benefits for both the policyholder, increasing the customer satisfaction, and the claims handler, increasing efficiency and allowing for a more customer-centric time allocation, the tag-system is a win-win.
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