What makes a Good Claims Handler and how can Technology Improve what they are?
The insurance sector is undergoing a technological transformation. The claims process has been identified as a key area where technology can reduce costs and improve efficiencies by improving processes and upskilling people. So what makes a good claims handler and how can technology improve them?
Insurance companies, their staff and panel law firms have a wealth of information and knowledge but how can and do they access, process and utilise all of this to create a more efficient environment?
A good understanding of the claims management procedures
The key to a good understanding of the claims management process is good training. It always makes sense to mix experienced people with new staff. An e-learning training tool is a good way of ensuring training is always up to date and staff are compliant. This is in addition to the usual portfolio of technical training which ensures the handler has the correct technical knowledge and soft skills to provide the required level of service.
The ability to move claims forward with energy and initiative
It is critical that the handler is proactive and communicates well and regularly with all stakeholders during the currency of the claim. Technology that allows the handler to monitor the activity or inactivity of their external legal providers, such as LHQ, will ensure periods of delay and minimised and unnecessary costs are not incurred through early identification of cases that require action enabling responsive action to be taken.
A willingness to take responsibility
The best claims handler will want to stand out from the crowd by showing they can take responsibility as neither profit or productivity is self-generating. By having technology, such as LHQ, which provides transparency and visibility of the case as it progresses through the legal process, the claims handler will be able to make informed proactive decisions.
An excellent customer service attitude and skills
The ability to communicate with customers clearly and with patience and attentiveness often in difficult situations is paramount. However, system flexibility and functionality are very important, both in terms of data capture and reporting capabilities but also usability for the handler and the way it can interact with customers and clients via portal applications and transfer data between systems, via say XML.
A nose for the truth and an understanding of behavioural psychology
When it comes to handling claims, handlers will need to understand people and what has been said and what in fact has been omitted. In detecting potential fraud, handlers may have to rely on their instincts. Data analytics however that shows trends in claims, costs and behaviours can assist handlers in making this analysis.
An ability to obtain information and detail
The handler has to be a good communicator but in order to obtain information they must also be able to listen and remember the details. Obviously, the use of systems that allow staff to record information smoothly whilst at the same time still providing that personal experience is paramount.
LHQ provides claims handlers with transparency of case activity and legal costs. Claims handlers will be able to take control and act proactively as opposed to reactively. By having a complete understanding of how the case is being managed and the spend being incurred, claims handlers, can make decisive actions to bring claims to a resolution quicker. With more information handlers will become upskilled which should in turn provide greater job satisfaction and a happier team!
LHQ’s software interacts directly with a law firms case management and time recording platform to obtain and process data for presentation to both the handler in the insurance company and the law firm thus enabling transparent and responsive claims management.
For more information or a demonstration on the LHQ solution you can either email us at firstname.lastname@example.org or call us on 020 3637 1950.
Our website www.lhq-uk.com provides full and detailed information on our solution.