Insurers are Leveraging New Technology to Improve Claims Processing, Customer Service

Technology is transforming the insurance space. Today, insurers both large and small are moving away from the manual processes they have been reliant on for so long and implementing technology that can automate and optimize claims, training, and so much more. By leveraging CRM, Field Service, Augmented Reality, and other new software solutions that are designed to work together in a unified ecosystem, insurers are able to cut costs, improve employee morale, and improve customer service.

Reduce Costs and Optimize the Claims Process With Field Service Software

While it is evident that many insurers are rolling out customer-facing apps that better accommodate the new digital buyer, there remains significant opportunity within the insurers’ own organizations to streamline processes, reduce redundancy, and drive administrative costs out of operations through the effective use of technology.

A CRM system is a common tool that insurers use for things like optimizing the call center or improving sales efficiency and forecasting. What is less apparent is how a CRM system can affect other areas of an insurance companies, especially when it comes to claims.

Given that field claims adjusters account for a significant portion of an insurer’s workforce, optimizing the assignments and work processes in the field can reduce costs and improve the quality of your customer service.

To help automate the claims process and optimize scheduling, some insurers are turning to Microsoft Dynamics 365 Field Service, which contains out-of-the-box capabilities that all improve the quality and consistency of customer care, including:

  • Optimize the assignment of claims to the appropriate adjusters based on things such as proximity, availability, or skillset
  • Assign and dispatch claims to adjusters via smartphones or tablets
  • Optimize routes and task time management for the adjusters

Within a field service application, insurers are able to automate adjuster assignments because the field service scheduling engine can account for factors such as geography, workloads, skillsets, and more, which enables them to quickly analyze the options and determine which adjuster is most appropriate for the job. The scheduling engine can make the assignment automatically, or a scheduler can leverage the information to then create an assignment for the adjuster in the field. In addition to assignment optimization, a field service application can enable route optimization to ensure that the field adjusters optimize travel time and minimize mileage.

While Dynamics 365 Field Service solution does not replace an insurer’s claims system, the power of the solution comes through the integration between Dynamics 365 Field Service and the existing claims system where FNOL is first initiated. From there it seamlessly flows to the Dynamics 365 Field Service scheduling engine and thus begins the full circle of process automation.

Because the complete customer 360 profile is maintained in Dynamics 365, insurers gain additional insight and can provide high quality customer service. By leveraging the analytical capabilities of the Dynamics platform to determine correlations between customer profiles and claims, insurers can make better decisions moving forward.

Improve Hiring, Training and Pre-quote Visits With Augmented Reality

Employee training can be time consuming and challenging to effectively implement. Turnover only adds to the time spent on employee training, as new staff cycle in month after month.

One tool that is being effectively leveraged to cut training time and increase productivity while decreasing error is augmented reality. Augmented reality allows a new or junior field adjuster to communicate in real time — using augmented reality smart glasses or a tablet/smart phone — with a more senior, experienced agent in the office who can provide guidance and answer questions.

Similarly, augmented reality technology helps insurers on both commercial and personal lines, with pre-quote surveys and claim survey visits. When an inspection must take place, for example, the insurer can send a junior adjuster to the scene or facility. The inspection can take place with the help of augmented reality so that a team back in the office is able to evaluate the situation without having to travel or rely on static pictures and video.

Increasing Customer Satisfaction With CRM

The ability to provide a positive customer experience is one of the few differentiators insurers have to separate themselves from their competitors. To deliver the experience customers are looking for, insurers are turning to Microsoft Dynamics 365.

A CRM system is more than a claims system, more than a sales system and more than just a customer service system. A CRM system is an aggregator of all things customer-related and should be the one-stop shop for anyone who is handling a customer inquiry, from the point of sale through to processing a claim. A properly deployed CRM system should be tightly integrated with the claims system so that anyone who interacts with a policyholder has visibility into the complete profile and activity of the person on the phone. What policy(s) does this customer have? Who from our company last spoke to this customer? Are there any outstanding claims or issues with this customer? If the person answering the phone is unable to answer these questions, then all the technology in the world is not going to create a positive customer experience.

Provide Better Customer Service and More Targeted Pricing With a Unified Ecosystem

By using field service software, CRM, and augmented reality, insurers can not only provide better customer support through quicker service, but they can offer clients products and services specialized to their needs. By utilizing a CRM to aggregate data, insurers can build out detailed customer profiles with historical data that enables them to design targeted sales and marketing campaigns and individualized pricing plans. By tapping into customer profiles, insurers can also make informed decisions on specifically who they want to market to and who they want to avoid based on risk.

The insurance space is changing rapidly as technology pushes insurers to evolve. Hitachi Solutions has worked with nearly 100 insurance companies to help them establish a strategic approach to new and emerging trends in the insurance marketplace.

Most recently, we have brought to market our latest release of Hitachi Solutions Engage for Insurance, an industry product powered by the Microsoft Cloud. By utilizing a solution built to meet the specific needs of an insurer, our customers are able to more quickly achieve a return on their investment in technology through shorter implementation times and by leveraging best practices from other insurance companies throughout the industry.

Check out our website to see what some of our customers, including Lackawanna Insurance, HAI Group, Grange Insurance, and Texas Farm Bureau have accomplished with Microsoft Dynamics and Hitachi Solutions.