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Claims Efficiency is One Text Away

Laurie Pierman, Vice President of Claims Operations, Amerisure Insurance

Do you know the most common types of commercial insurance claims? As someone who’s worked in the industry, regardless of your position, you’re likely familiar with workers’ compensation and auto physical damage claims.

You might also know the many frustrations of the claimant when trying to resolve this type of claim.  In addition, there is a high level of communication between the claimant and carrier early and often during the claims lifecycle. There is much documentation required at the onset — including doctors’ notes, off-work slips, police reports and car damage photos. The desire to easily communicate between the carrier and the claimant, for questions and documentation, is apparent. Fortunately, recent technology has enhanced the customer experience in the claims process. It’s also used to aid collaboration and accessibility in complex claim situations.

Type it out

One of the biggest trends affecting claims is texting between adjusters and other parties involved in the claim — particularly claimants. Texting has become a commonly accepted form of communication and in many cases, it is not only accepted but preferred and expected.

Texting can replace the need for some phone calls on quick questions, requests and updates. In addition, texting allows for documentation that can be placed in the claim file to memorialize the conversation. This is an added benefit that phone calls do not provide.

Most commonly, claim texting is used to:

Make introductions — the adjuster can share their contact information without the claimant having to answer calls from an unknown number.

Send alerts — update all parties on appointments and need-to-know information about other timely activities.

Share photos — quickly take a snapshot of damage or documents, without having to upload to a computer or physically scan the item.

Follow up — provide quick updates on the status of the claim or any documents in review.

Communicate any time — reach workers and claimants who may not be available to take phone calls during the day.

Confirmation of appointment times and locations--this gives the other party documentation of the visit which eliminates confusion.

We’ve tried it, and it works!

Amerisure adopted a texting platform for adjusters and claimants earlier this year. The platform was tested in a small group, and will be rolled out to the entire claims organization by November 2019.

Since it was first adopted, over 8,500 text messages have been exchanged — and no receiver has opted out of receiving future texts from Amerisure.

This is just one area of focus where Amerisure is enhancing and improving the digital experience when interacting with our customers. There are multiple opportunities to utilize technology and digital tools in other parts of the claims lifecycle.

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