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We’ve created an interactive
tour illustrating some features of our ClaimCapture™
application. Click here
to view it. |
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| “On
the front end, ClaimCapture can modify the workflow
dynamically to meet specific requirements of customers,
based on the data that's captured.” |
| InternetWeek |
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ClaimCapture is the sophisticated, Web-based
intake platform at the heart of the Innovation First Notice system. Guided
by ClaimCapture, CSRs walk callers through inquiries and loss
reports, collecting all pertinent information and intelligently
asking follow-on questions where needed. At the completion
of the report, ClaimCapture transmits the details of the call
to all designated parties in the designated format.
The system handles all P&C lines of business for insurance
clients and features a robust, rules-based engine that enables
program customization down to the nth level of a client’s
hierarchy. This flexibility ensures that each transactions
is captured efficiently and completely.
ClaimCapture was specifically designed to handle unique call-flow/business-rule
requirements while simultaneously being robust enough to handle
large transaction volumes. Originally developed for Innovation First
Notice’s internal call centers, the system is
also available for use on an Application Service Provider
(ASP) basis in clients’ own captive call centers. ASP
clients access ClaimCapture through a simple Web browser and
gain all of the system’s benefits without any infrastructure
effort or investment. Some highlights of the system include:
Intake
ClaimCapture has been designed to accept claim information
as clients demand:
- by phone, the system is able to create personalized salutations
and parting statements to your customers and offer reference
information throughout the call.
- by fax, a typical reporting mechanism from agency management
systems, is another popular method
- by Internet, which allows agents, branches and the insured
themselves to input loss information directly into the ClaimCapture
engine.
Integration with Client Systems
ClaimCapture features robust EDI and XML “hooks”
into client systems like front-end policy systems and back-end
claims management systems. Incoming policy feeds are done
generally once per day, while outgoing loss feeds can be sent
as frequently as every 15 minutes. This connectivity ensures
that the ClaimCapture system is kept current with user information
and that clients are informed of new losses as they occur.
End-to-End Customization
Every client has unique business rules to properly process
information transfers. ClaimCapture’s flexible architecture
allows clients to create their own call flows, both in terms
of the sequence of screens presented and questions asked.
On the back end, clients can fully dictate the outbound routing
rules, determining who gets notified and how.
Call Flow Rightsizing
Only relevant screens—and relevant questions on those
screens—are presented, eliminating confusion and reducing
call times. Subsequent questions are based exclusively upon
previous answers and your business rules.
Intelligent Claim Pathing
One of the distinguishing characteristics of the ClaimCapture
system is its robust distribution engine. Based on a client’s
business rules, a limitless number of notifications can be
sent to a limitless number of recipients (wherever their location)
via:
- EDI or XML (in state-specific, ACORD, or custom format
as frequently as every 15 minutes)
- Email
- Fax
- US Mail
- System-driven escalation (high-severity claims can be
flagged for immediate outbound calls)
Client Hierarchies
ClaimCapture’s architecture supports infinite client
hierarchies. This is especially relevant for TPAs who may
have mostly standard call flows, but want to customize a screen
here or a set of questions there for each of their thousands
of client accounts. The TPA can create the “standard”
flow at the top of the hierarchy, then go down a level to
do specific client modifications (or several levels to change
a specific risk location within an account).
Vendor Referrals and other Integrated
Services
The system is linked to national referral networks to speed
handling and to control costs through a managed set of vendors.
Networks for towing, rental, body shops, property repair/restoration,
and PPO providers are among those included. Clients can leverage
the First Notice database of vendors, provide their own database,
or create a completely customized hybrid. In addition, ClaimCapture
connects with other 3rd-party systems for added functions
like requesting police reports or determining probabilities
of fraud.
Adaptability
Easy to customize, easy to change. ClaimCapture was built
with a powerful “sister” application, the Designer
tool. This tool is used to create the custom call flows/routings
and make ongoing changes and additions without the need for
a developer to go into the underlying code.
Reports
ClaimCapture offers both a set of standard reports and the
ability to create custom reports based on how clients manage
their business. |
