According to a 2013 report by Capgemini1 , only 30% of insurance customers worldwide rated their customer experience as positive. Lower barriers to switching insurance providers coupled with higher expectations from policyholders regarding responsiveness to claims put enormous pressure on insurance carriers. Claims, especially in the property & casualty world, can be very complex due to a multitude of inputs from different communication types, such as email, traditional mail, social media, text and online forms. Adding to the complexity is that volumes peak during catastrophes, while policyholder expectations for superior customer service continue to increase.
Kodak Alaris will share insight and offer solutions for how to overcome these challenges at the America's Claims Event (ACE 2014) in Washington, DC on June 25-27. A Silver Sponsor of the event, Kodak Alaris will present on the latest trends and best practices as well as host individual discussions in Booth 110, exploring how the KODAK Info Insight Platform can solve carrier challenges. Daniel Hughes, Enterprise Solutions Manager for Kodak Alaris' Document Imaging division will present a session entitled "The Intersection of People, Customers, and Technology in the Claims Process" on Thursday, June 26, from 8:00-8:45am. In the session, he will discuss how to overcome issues related to slow, inefficient processes and increased customer expectations to achieve significant savings and increased customer loyalty.
"Using the KODAK Info Insight Platform, many major brands have been able to tackle complex, high-volume applications that are difficult to automate," said Hughes "Our solution, based on Artificial Intelligence, has proven to be particularly impactful in claims processing where requirements are extremely tough. Policyholders expect carriers to use their preferred communication channels, which often involves several different devices and platforms related to one claim. They want all of their information to be integrated into the claim process in real time, which means claims agents need complete visibility to every aspect of the case. They want answers in hours, not days, and the more manual the processes for handling policyholder information, the greater the gap between customer expectations and the level of service delivered. It's all about capturing and organizing information in a way that lets insurance carriers automate processes, enhance customer experience, and increase customer satisfaction and loyalty."
The Info Insight Platform (kodakalaris.com/go/infoinsightnews) is a comprehensive suite of solutions that provides significant enhancements in process efficiency and customer experience. The platform provides intelligent understanding and management of incoming documents and customer communications, regardless of format and structure. With Info Insight, every piece of incoming, claim-related information – from different sources (agent, customer), in multiple formats, and at various times – is identified and seamlessly routed into a relevant workflow. Info Insight uses self-learning classification, extracts and enriches data through integration with existing systems, and provides agents with suggestive responses, allowing them to select, edit and send a final response with a few mouse clicks. It significantly reduces the need for rekeying and other time-consuming manual activities. Through insightful automation, the platform dramatically decreases processing times from the point of notification to reimbursement – up to 90% for some insurance carriers.
"The claims handling process is a significant pain point for insurance carriers as it has a large impact on the profitability as well as the ability to retain customers," added Hughes. "We look forward to sharing our insights on the latest technology and best practices with attendees of the ACE conference."
To see a video on the Info Insight platform, please visit kodakalaris.com/go/infoinsightnews. A white paper on achieving more efficient claims processing is also available at kodakalaris.com/go/claimsnews.
About Kodak Alaris' Document Imaging Division
Kodak Alaris' Document Imaging solutions enable customers to capture and consolidate data from digital and paper sources, understand and extract valuable insight from the contents, and deliver the right information to the right people at the right time. Our offerings include award-winning scanners, capture and information management software, an expanding range of professional services and industry leading service and support. With customers ranging from small offices to global operations, Kodak Alaris delivers superior systems and solutions to automate business processes, enhance customer interactions and enable better business decisions.
1World Insurance Report 2013, Capgemini, 2013