Serving people in the manner they prefer has never been easier – or more important

remote workforce

What a difference a year makes. This past January, my first Hyland Blog of the year began like this:

In 2020, we find ourselves ushering in the maturity of the digital age. And digital transformation capabilities are driving strategic data management priorities for organizations in every industry.

The maturity of the digital age couldn’t have arrived at a better time.

In January, we had no idea what was looming just around the corner, or how priorities would instantly shift. But when organizations throughout our world marketplace scrambled to support remote work seemingly overnight by leveraging digital capabilities in every corner of the business — the relevance of digital maturity quickly revealed itself.

Specifically, organizations already in the midst of digital transformation — like many in the insurance industry — found it much easier to adjust to remote operations and the new marketplace landscape than organizations still dependent on legacy platforms and manual processes.

One of the unforeseen benefits of digital workplaces? Improved human experiences

The insurance industry has seen a rapid evolution in recent years in large part due to the InsurTech boom with digital transformation and optimization efforts underway throughout the industry.

New business ecosystems are developing every day — and it makes a difference.

“Being able to have the adjusters work from home and access documents immediately, and being able to create a customer experience that really helps both injured workers and policyholders,” said Brad Vinson, third party recovery managing attorney at SAIF, an Oregon not-for-profit workers’ compensation insurance company, ”this was the motivation in going paperless.”

Jen Ragan, claims portfolio manager at SAIF agrees: “Our turnaround time to our customers is much faster because of the queues and workflows that we’ve implemented … from setting up a claim to getting information back out to providers or employers that we service — or even injured workers.”

Given that insurer responsiveness is one of the most important criteria for consumers when choosing and staying with a carrier, digital solutions that enable insurers to deliver service quickly and accurately has never been more valuable.

Serving people in the manner they prefer has never been easier – or more importantremote workforce

When a policyholder encounters a loss, they trust their insurer will provide the best service as quickly as possible. Any procedure and workflow that slows down the cycle time between the First Notice of Loss (FNOL) and settlement stands in the way of customer acquisition and retention.

Additionally, in the insurance industry, digital channels are the preferred method for interaction and collaboration.

“Insurance company websites — for the first time in the study’s 21-year history — officially surpass agents in terms of importance to client interaction and service. People expect digital, on-demand solutions and are happy to take more control over their experience with self-service and self-scheduling capabilities, which eventually lowers the burden on call centers,” according to the J.D. Power 2020 U.S. Auto Insurance Study.

The right content services platform enables organizations to leverage easily deployable, top mobile solutions for claims that give customers the best of both worlds — digital and personal; including personalized interactions, trusted guidance through complex processes and easy, secure access to digital documents, data and processes that enable quick resolutions.

5 simple steps to resolution transforms challenging processes in claims

virtual field inspection and evidence collection app

Especially in times of widespread disruption and disaster like we’ve seen in 2020, there exists an urgent need to file more claims in less time.

Let’s take a look at how the right app eases claims pain. For example, Hyland’s virtual field inspection and evidence collection app, OnBase OnSite, enables claims staff to walk through required data collection in real-time with their customers, helping insurers to easily provide improved and faster customer service from FNOL.

Here’s how it works:

  1. After a loss, the customer initiates a claim, at which point they are sent a text message with a secure, web-based link to their claim.
  2. When the customer is ready to collaborate, they simply call the adjuster and begin the live video stream from the application.
  3. The adjuster guides the customer in real time, telling them what to capture and where to zoom and either the adjustor or customer can take photos.
  4. The recorded video, audio and photos are then stored securely and immediately available for review.
  5. With live stream access to the customer and their problem, claims adjusters can quickly provide the right guidance to find a resolution.

It’s that simple. And resolution only takes a day or two, rather than weeks, as is often the case with a traditional inspection.

Digital transformation with the right low-code platformdigital transformation

Quickly modernizing digital capabilities across insurance organizations is profoundly easier with the right low-code content services platform. Key capabilities including data and document accessibility, automation, integration, electronic document collaboration and mobility are critical.

“Our customers need us to respond to their needs quickly. Whether you’re a company trying to start a new business or you’re an injured worker trying to figure out what’s going on with your claim, it’s important for us to be able to provide our customers with information when they need it,” said Ken Collins, chief information officer at SAIF.

And with the pace of data-driven innovation faster than ever before, those who do not place digital transformation efforts at the top of IT and organizational priorities may find themselves left behind – regardless of how strong their brand, or how long they’ve been succeeding in the marketplace.

Though so much has changed in 2020, one of the core tenets of digital transformation, mentioned in that January blog at the start of our year of disruption, is still true today:

What is critical, regardless of where an enterprise finds itself in terms of digital transformation efforts or victories, is to keep data-driven business process optimization efforts moving forward in order to meet the needs and expectations of today’s consumers.

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Sarah Stoner

As a Content Strategist for Hyland’s Global Services, Sarah has a background in business and technical writing and has worked in several areas of the organization since 2003. She has... read more about: Sarah Stoner

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