Innovating in claims workflow technologies

Innovating in claims workflow technologies

Claims Workflow Technologies Contents Introduction 4 The need for new technologies 6 How we work 8 A social approach to IT 10 PRODUCTS: Synergy 12 Synergy : Features 14 TrackMyClaim TM 16 TrackMyClaim TM : Features 18 2 3

Introduction Technology is the key to efficiency, service and customer retention. JEREMY HYAMS CEO Peter Cornthwaite Financial Director Our financial strategy is about controlled growth. The business is in a strong position, with an excellent credit rating. We re debt-free, have no venture capitalist investment and all profit is invested back into the business. Claims Consortium Group provides property claims management and claims workflow technologies to insurers, brokers and other property service organisations across the UK. A dedicated technology resource for insurers, brokers and service providers Claims Consortium Group has worked hand-in-hand with the insurance sector since 1996. Our management team has led some ground-breaking IT developments that started in and have reached far beyond this sector, and this has helped us to grow to a multi-million pound, multi-service business. Throughout our long-established history, our dedication to customer service has driven what we do. The customer is firmly at the heart of our software developments, and this is for good reason. By working towards giving customers an exceptional experience, the business users of our technology benefit in many ways efficiency, synergies, cost savings, and customer retention. Setting the standard We believe our honesty and integrity continue to set us apart, and are the essential components in maintaining strong and fruitful business relationships. We remain privately-owned, financially secure and achieving year-on-year growth. In 2015 we were included in the London Stock Exchange s 1000 Companies to Inspire Britain list, an annual celebration of the fastest-growing and most dynamic small and medium-sized enterprises in the UK. 4 5

The need for new technologies 76% 3/4 Customers are comfortable with using the internet to manage their lives. In 2014, 38 MILLION ADULTS (76%) in Great Britain accessed the internet every day. Managing a claim online is a natural step for customers. In 2014 THREE QUARTERS OF ALL ADULTS bought goods or services online. Technology is so integrated into people s lives, that our software systems must be lifestyle-driven. ALAN WATKINS IT DIRECTOR In any claim the customer has a right to be treated professionally and fairly. But new pressures are raising expectations. Customers are less patient because of an increasingly on-demand society. The digital generation expects to be able to access and communicate with companies 24 hours a day and they want to be able to communicate with them online through social media and email. This impacts all customer-facing businesses. KEY DRIVERS OF IT FOR CUSTOMERS Remove stress from the claim Communicate freely at any time Stay informed of what s happening Know who is doing the work Have an effortless claims experience. KEY DRIVERS OF IT FOR INSURERS AND BROKERS Enhance customer retention Increase customer satisfaction Monitor and audit the claims process Control outsourced cost Support the internal digital strategy. KEY DRIVERS OF IT FOR SERVICE PROVIDERS Make work processes more efficient Reduce variable costs Improve customer liaison Reduce claims duration. 6 7

How we work A great future based upon a successful past. Claims Consortium Group employs almost 250 people. We are committed to the personal and professional development of our staff, and we were first awarded the Investors in People standard in 2009. An independent assessor said at our most recent assessment: Delivering excellent services for your clients and customers and constantly raising the bar in terms of what they can expect, has been key to your success. We feel it is vital that our staff should enjoy and be rewarded for working at the company, as we expect them to work hard for us. They always show tremendous commitment. Through an initiative we call Foundations we allow staff the freedom to get on with their jobs without unnecessary KPIs and restrictions and to alter the process according to a customer s situation which empowers them to do their work in the most effective and efficient way. Foundations defines our way of working, both internally and with external stakeholders. 8 9

A social approach to IT Workflow transparency in practice We have created technologies for all, so that information sharing becomes the norm. ALEC TARRANT COMMERCIAL DIRECTOR Claims Consortium Group has focused its IT efforts on developing technologies that move away from the silo approach and into a multi-user environment. For example, Synergy enables the insurer to see the complete interaction between their customer and all service providers involved in the claim including all communications, documents, schedules, complaints, resolutions and failures. The benefits for service providers are clear to see. In a silo structure people and organisations tend to work in isolation; information is only shared if it has to be, and no one is able to make independent decisions based on all the data available. This can lead to confusion, inefficiency and bad decisions. In our multi-user approach, the software holds all the data centrally and gives all parties real-time access to relevant, tailored information. Information sharing has been the influence behind some of our most recent technical innovations that are leading changes within the UK insurance market and beyond. Smart companies integrate their services into the instant access world, and make it easy for customers to communicate with them. We realised that, by thinking this way, we would not only help to set our business apart from others, but also give insurers a competitive edge. For almost 20 years we had underpinned our own services with a multi-faceted, home-grown IT system. Our technical team grew as we enhanced and broadened the scope of our internal software, and we took a step in 2011 to extend the reach of our system to insurers and their customers and called it TrackMyClaim. The launch of TrackMyClaim gave customers a social media-style portal to see and interact with their insurance claim. After a further three years of system development we piloted Synergy, a system that has now been launched and adopted by some of the leading insurers and service providers in the UK. Synergy has brought external businesses into our own purpose-built, state-of-the-art technical environment. But, crucially, Synergy also stands on its own as a software platform and can be adopted and used by external organisations to enhance their internal management and service offering. Our growing IT development business is driven by perfection, and is focused on developments to the Synergy and TrackMyClaim platforms and fully supporting their operation on a 24-hour day-to-day basis. Our research has shown that the key to making data-driven technologies effective is transparency for every party. Transparency creates an atmosphere of trust and dependability. Information is always available; people and organisations are not only accessible but accountable; good ethics and best practice are stimulated; collaboration and efficiency is facilitated; confidence in outcomes that are scheduled or promised is created. Our claims workflow technologies allow all parties to be involved with and share information about the claim. The software keeps a record of all the data about the claim, delivers easy-to-use information in real time to ensure the claim is handled efficiently, and provides reporting and audit trails. 10 11

Products: Synergy Synergy is a multi-enterprise software platform that brings all parties involved in the claims process together in real time, to create efficiencies, reduce the claims lifecycle and improve customer service. Synergy overview Synergy holds all information relevant to a claim and is accessible and usable by the insurer, the customer, and all service providers working on the claim. Synergy holds the data, and tailors it to the user so that they can see and engage with the parts that are relevant to them such as the customer only seeing data that is relevant for them (through the TrackMyClaim portal). A model for all property service workflows Customers: Customers can track and manage their claim 24-7 through the TrackMyClaim part of Synergy. This is available via the web and a messaging app, and customers can use this to communicate to any of the parties involved in their claim. Insurer: Insurers have access to all information on a claim in real time including all service provider data such as costs and settlements. They can communicate with any party in the claim. Through Synergy we are able to demonstrate the end-to-end claims performance rather than the traditional silo Management Information which exists today for most insurers. Synergy is the future of workflow management, today Service providers share one common need: to manage their workflow in a completely seamless and efficient way. Synergy is an over-arching software platform that brings all parties involved in the workflow visibly together in real time. Synergy promotes collaboration and communication between all parties in order to eliminate the inefficiencies that can arise when processes are disjointed or isolated. Multiple organisations can work together proactively, and visibly manage and combine schedules and knowledge. The end customer can interact with all parties and see what is happening 24-7 through their own specific customer portal. Insurers and brokers can see what s happening at every stage and can monitor project milestones, track performance and costs, and become involved when necessary. They have a continual flow of valuable management information. How Synergy works in the claims management environment Synergy is a secure multi-enterprise solution that gathers and holds data from a claims workflow and enables all internal and external parties to create, retrieve and disseminate that information. It is a seamless end-to-end solution, irrespective of how many parties are involved in the claim. Within any project such as a claim much of the data will be mission-critical and Synergy makes it available to relevant parties in real time. It does this through a social media-style interface featuring posting/messaging, image sharing, calendar and chat. Synergy is scalable from a handful of users to literally thousands across multiple organisations. The software can be accessed by users via server within an organisation, or remotely online via computer, tablet or smartphone, depending on the user s requirements. Since Synergy has been created with the analytical potential of big data in mind, it can be used to make better business decisions. While it has been created to stand alone, it can also be integrated with proprietary or third-party systems. It adds value by delivering meaningful management information: data for measuring claim performance, analysing customer behaviour and trends, and data mining for other insights and analytics. Personalised customer service Access from desktop or mobile app Working across multiple service providers Synergy was developed and tested in the insurance sector, where it is used to manage the claims management and building repairs workflow. However Synergy can also work in other environments where there is a project workflow involving property services, such as facilities management and social housing. Service providers: All service providers working on a claim have complete access to information about that claim. They can communicate via the software in social media-style. This forms part of the audit trail and immediately improves communication across the entire supply chain. Multiple service providers can manage their own communication and schedules, driving out needless delays in the claim journey. Synergy is an insurance industry revolution and it is being developed continually to ensure it remains at the forefront of innovation. 12 13

Synergy : Key features Key features Benefits of Synergy at a glance: Digital interactive solution for the customer Transparency for everyone involved in a claim A lean workflow that reduces the touch points between all parties Reduction in inactivity and down time Provision of end-to-end management information Visible and reportable audit trail Overall reduction in the project lifecycle Instils customer confidence. Track emotions Synergy tracks the customer s emotions through the lifecycle of the claim to ensure satisfaction is placed at the heart of the service. Service providers can see when a customer s emotions change and can respond quickly to reduce the risk of a complaint. The claim summary Customer details Calendar Team view Advanced search Claim actions Geo Maps Reporting Synergy displays essential information about the claim in an easy-to-digest format. All parties will be aware of changes or updates to the claim workflow. The personal details of the customer are displayed, including special instructions such as access to a property, unavailable dates, pets on site etc. Synergy even warns service providers, via the calendar, if they are attempting to book a visit while the customer is away. The calendar provides a collaborative view that enables all service providers to manage claims proactively and communicate with everyone involved in the claim. Events can be dragged and dropped into the calendar. Potential delays/improvements will be highlighted to reduce the claim duration. Details of the Team involved in the claim are displayed. Synergy enables messages to be sent in real time while providing a record of the conversations. Anyone can be sent an instant message from the calendar screen. Any service provider can search for claims based on an organisation s reference number or details of the claim, such as customer s name, claim number, policy number or postcode. Important documents can be uploaded, maintaining a handy audit trail for future reference. Complaint details and resolutions can be included, alongside notes for all parties to see. Synergy plots multiple claims or projects via Geo Maps, an interactive graphical display of the UK, which can highlight surge hotspots and help support resource planning on a real-time basis. End-to-end claims management information can be reported on at will to demonstrate collective or an individual organisation s performance. 14 15

Products: TrackMyClaim TM 1 OUT OF 3 1 in 3 Synergy customers are using TrackMyClaim. This increases to ALMOST 1 IN 2 during a storm surge. TrackMyClaim is a social media-style portal that gives a customer a complete view of their claim and facilitates open lines of communication with all service providers in the claims process. 58% 43.5 million people in Great Britain have used the Internet. 58% OF PEOPLE ACCESS THE INTERNET USING A SMARTPHONE. (2014) In 2011 Claims Consortium Group launched a social approach to claims management called TrackMyClaim. The software has had some major enhancements, and now features as the customer-facing part of Synergy. However the enhanced software is also a stand-alone solution for organisations that want the benefits solely of a customer claims portal. Customer-centric claims technology TrackMyClaim places the customer at the heart of a claim. It is an online portal accessible via desktop, tablet or smartphone that allows customers to track and manage their claim in real time, 24 hours a day. It reduces the effort a customer has to make when making a claim, and keeps them informed at all times. TrackMyClaim can be used as stand-alone software, but when used in conjunction with Synergy it provides ALL parties with a full view of activity on that claim. This is the ultimate way to reduce the claims lifecycle and improve customer satisfaction. 50%+ People love going online. In 2014 MORE THAN HALF OF ALL ADULTS participated in social networking, and this is growing every year. Three quarters of adults use email regularly. 16 17

TrackMyClaim TM : Key features Claim status The status of the claim is displayed on a visual timeline, along with status updates such as the notification of a claim approval. Benefits of TrackMyClaim TM at a glance: All details provided by the customer are stored in one place, so they only have to provide the same information once, no matter how many service providers are involved Provides access to all service providers diaries Provides access to a dynamic address book of the claims team which includes all service providers Enables sharing of photos, receipts and other relevant documents between all parties Messaging facility allows the customer to message anyone at any point during the claim an audit trail of all communications is stored Keeps customer informed as to what they can expect to happen and when through dynamic and pictorial what happens next videos Intuitive and interactive app from the Apple store to message anyone at any time through a mobile or tablet. TrackMyClaim TM Messenger app Customers can download a smartphone app and use this to send messages to their claim handler or service providers. Contact details The contact details of all service providers and the customer are available to make communication simple. Photographs can be included, along with the ability to instantly message someone. TrackMyClaim TM Messenger Documents Photos Calendar The customer and other parties can message each other, with chronological message listing and audit trail. This gives the customer complete convenience 24-7, and all parties can see the threads. Documents that are sent to the customer via email or post are logged here, and feature interactive words that are hyperlinked to a helpful glossary of terms. Customers can also upload invoices and other documents. Photographs taken by a service provider are displayed and numbered for easy reference and customers can also upload their own. Documents and photos are available for all parties to refer to. The customer can track scheduled activity through the lifecycle of their claim. 18 19

Claims Consortium Group www.claimsconsortiumgroup.co.uk enquiries@claimsconsortiumgroup.co.uk 0330 124 2266 082015/HEL/V1