Acentra Solutions
Connected Claims on Appian
Deliver exceptional, customized customer experiences with an Appian-powered digital claims management solution
Our Connected Claims solution uses the Appian Low-Code platform to give a complete picture of every claim’s travel over the course of the claims processing lifecycle. The solution’s actionable dashboards allow users to easily access and evaluate claim data from all claim systems, policy systems, and third-party apps. This enables businesses to provide outstanding customer service throughout the claims lifecycle, reduce claims leakage, and optimize their claims procedures.
The Challenge
Claims operations teams frequently struggle to manage many systems at once, which slows down the claims process and can result in a number of possible problems, such as:
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Increased claims leakage and costs
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Inaccurate decision-making
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Delayed settlement of claims
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Decreased customer satisfaction
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Inefficiencies in claims operations and processes
The Solution
Through customized and excellent claims management with accuracy and flexibility, the Acentra digital end-to-end claims management system powered by Appian enables the provision of an exceptional and personalized customer experience.
From the first notice of loss to the final claim payment, the Connected Claims solution is specifically made to meet the demands of Property & Casualty (P&C) and Life Insurance by streamlining the claims process at every turn.
Property & Casualty modules:
Disability and Life modules:
Multi-Channel Intake for Claims
The system makes it possible for a smart and effective claims intake process to be controlled with ease and precision, while also enhancing client satisfaction and cutting down on overhead. Through the use of omni-channel features (such as calls, chats, and SMS) and dynamic case management powered by Appian Records and intelligent automation, it facilitates customer contact. There are several ways to support the claim intake process, including but not limited to text, email, phone calls, customer portals, and much more.
360-claim
To efficiently manage the whole claims processing process, from start to finish, a consolidated view of claim details is offered. The claim dashboard functions as an all-inclusive center for managing all claim-related data, offering a 360-degree perspective that includes policy specifics, customer data, claim lifecycle progression, task completion status, previous correspondence, notes, settlement financial details, and the capacity to reply to customer inquiries via any channel that is accessible.
Integrated Analytics
Give senior management and executives the actionable information they need to make any business choices. The solution's modules for continuous process improvement provide access to built-in analytics and insights for a variety of workflows related to various claim kinds. These analytics give decision-makers information about how well workflows perform in terms of both time and cost, allowing them to examine current procedures and make them more efficient and effective.
Seamless Integration
By seamlessly integrating and unifying corporate applications, such as current CRMs, policy management systems, payment gateways, and legacy systems, the Appian-hosted solution maximizes current technological investments. The thorough administration of all claim activities is made easier by this connection.
Multi-Channel Client Support
Throughout a variety of channels, including the website, phone, email, chat, social media, and other digital platforms, provide seamless and consistent customer support. With real-time updates accessible on the client case dashboard, guarantee a consistent viewpoint.
Automation of Call Centers
Simplify call center operations by integrating seamlessly with the chosen call center platform. Provide agents the tools they need to handle requests and complaints from customers effectively, open cases, and improve customer satisfaction with an end-to-end case management system.
Self-Service Configuration Engine
A dedicated self-service configuration portal is offered, giving authorized users the freedom to set up and alter rules for various actions in accordance with their own needs. Administrative users can customize workflow journeys for various business lines with these configurations. They can also monitor Service Level Agreements (SLAs) and business rules in claim workflows, set deadlines and escalation protocols for different claim workflow phases, and specify whether phase step execution is automated or manual. It also makes it easier to manage user access, customize communication templates, manage field service agent setups, configure and supervise payment and reserve authorization rules, and perform a host of other functions.