Upload
phil-reynolds
View
103
Download
1
Embed Size (px)
Citation preview
Claims TriageHow to Do It Well
Phil Reynolds CEO / Founder BriteCore
Triage: /trēˈäZH,ˈtrēˌäZH/“to assign degrees of urgency”.
French word trier ‘separate out or sort by nature.’
Developed by military physicians.
Claims Triage is the process of sorting and
responding to incoming losses.
Triage may be necessary
following a high volume claims event.
Plan Ahead
“Before anything else, preparation is the key to success.”
-Alexander Graham Bell
“By failing to prepare, you are preparing to fail.”
-Benjamin Franklin
“Success is where preparation and opportunity meet.”
-Bobby Unser
Don’t bury your head in the sand!
Hope for the best. Plan for the Worst.
Complex Planning
Not great when drowning.
People tend to panic in a crisis.
Panic is a survival
mechanism for the brain.
Amygdala Sends Alarm Triggering Fight or Flight Response
Effects Panic1. Suppresses Pre Frontal Cortex, Inhibiting Rationality
• Emotional Outbursts
2. Reduces our Ability to Make Decisions • Analysis Paralysis or Self-Destructive Behavior
3. Hyper Awareness of Threat-Related Information • Exaggeration and Paranoia
4. Negative Bias Toward Ambiguous Stimuli • False Conclusions and Red Herrings
Freak Out!
Staff under high Pressure.
Staff under high Pressure.• Working Under Increased Volume
• Unfamiliar Procedures and Job Roles
• Extra Hours and Responsibilities
• Ratings Downgrade
• Forced Liquidation of Assets
• Insolvency
Customers experienced Loss
Customers experienced Loss• Lost valuables, keepsakes, memories
• Lost loved ones
• Where do I live? What do I wear? How do I eat?
• How will I replace everything?
• Can I hold down a job and manage all this?
• Is the insurance company going to take care of me?
Perfect storm to divide people.
You
Customers
Teamwork and
Cooperation
Show Concern and Empathy
Can’t Rely on Willpower!Our ability to exercise judgement is limited when we feel panicked.
Willpower is Like a Muscle
Willpower Experiment
8 minutes 19 minutes
Willpower Experiment
Performance Follows Practice
Practice Forms Habits
Cue
HabitReward
The Habit Loop
Smoking Habit
Eating Habit
Habits Can Be Shaped
Willpower Becomes Automatic
Triage Planning
Carriers should devise a Triage Plan that can be executed consistently
under high pressure.
Prioritizes and sorts losses.
Reduces unnecessary loss expense.
Increases customer satisfaction.
Lay a solid foundation.
Triage Planning
1. Communication
2. Loss Notice
3. Response Team
4. Adjusting Losses
5. Risk Management
Triage Planning
1. Communication
Triage Planning
• Build Awareness
• Show Concern and Empathy
• Proactively Advocate
• Set Expectations
GOALS
Awareness plays a critical role in preparing
for unfortunate claims events.
How do you build awareness among policyholders, staff, and agents?
Educate before, during, and after events.
i. Contact Management
ii. Outbound Messaging
iii. Notification Channels
Communication
i. Contact Management
At the vary least, you need to be collecting name, risk address, mailing address, email, phone number, and
preferred method(s) of contact.
Deploy a centralized CRM
Hubspot• Manage contacts (syncs with Gmail or Outlook)
• Create, automate, measure, and optimize online marketing
• Publish search-friendly blog posts
• Build landing pages without IT
USE CASE: Contact Management, Agent and Insured Communication
ii. Outbound Messaging
Communication should be sent to customers when a
threat is known.
• How to prepare for a natural disaster (each type)
• Disaster recovery locations and instructions for customers
• Periodic updates with recommendations
• How to seek assistance and file a claim
Outbound Examples
iii. Notification Channels
Dashboards
Website
Push Notifications
Social Media
iii. Notification Channels
Channel - Dashboards
Consider All AudiencesPolicyholders
Adjusters Agents
Admin Staff
Channel - Website
Set up a landing page that can either take over your company’s home page during a disaster or direct traffic flow
to a specific task page.
Page Purpose: To help claimant’s quickly and efficiently file claims directly following a catastrophe.
SquareSpace• Quick WebSites from Beautiful Templates
• Fully Managed Deployment
• Business User Can Build and Edit
• Optimized for SEO, Search, Usability, etc.
USE CASE: Landing Pages
Channel - Email
Email Campaigns
Email is a great way to send frequent communication that drives traffic to other
landing pages and dashboards.
Once you’ve created content on your website or blog, you can easily paste it into
an email to send to your customer base.
Recycle Content
Mail Chimp• Email Communications
• Stock and Customizable Templates
• List Management
• Analytics
USE CASE: Agent and Insured Communication, Warnings, Alerts
Channel - Push Notifications
Percentage Opened
2%
98%
Opened within 3 min
10%
90%
https://www.txt180.com/article/insurance-agents-mobile-marketing/
Texts and Push Notification
Texts and Push Notification
A disaster warning has been issued in
your area. If you experience a loss, file
a claim at www.britecore.com/losses.
Text STOP to 17568 to unsubscribe
from notifications.
Automated Call Systems
“A disaster warning has been
issued in your area. For tips on
how to prepare for a disaster,
please visit our website
www.britecore.com/disaster."
Plum Voice (IVR)• Easily launch campaigns
• Completely cloud-based
• Decision trees with business logic
• Simple opt out options
• Integration with policy and claims systems
USE CASE: Automated phone campaigns
Channel - Social Platforms
Social PlatformsPolicyholders / Community
You should already have an established Social Media
presence and actively connect with customers via Facebook,
Instagram, Twitter, Youtube, etc.
Buffer• Share to All Social Media Platforms Equally
• Schedule Posts For Peak Times
• Promote Consistent Messaging
• Reduce Administrative Overhead
USE CASE: Facebook, Twitter, Linked In, Instagram, Google+, Pintrest
YouTube• Channel for Your Company
• Playlists Per Project
• General and Personalized Training
• Allow People to Learn Onsite
USE CASE: Agency Training, Insured How Tos, General Promotions
Company-Wide Disaster Training
2. Loss Notice
Triage Planning
Develop a Script
To effectively assign levels of priority to incoming claims, you’ll need to develop a
standard script to use at FNOL.
Ask policyholders 5-10 questions to determine how
quickly they need your assistance.
How Urgent is the Claim?
Example Questionnaire
Major Weather Event
1. What are the names, current or temporary addresses, and phone numbers for each policyholder?
Example Questionnaire
2. What is the extent and severity of the loss?
Example Questionnaire
3. Is your home livable? Do you have a place to stay?
Example Questionnaire
4. Is there any property damage that might worsen if left untreated?
Example Questionnaire
5. Did you lose personal property?
Example Questionnaire
6. If so, do you have a way to purchase replacement items until the company can reimburse based on policy coverages?
Example Questionnaire
7. Are you planning to return to work? If so, what is best time to
reach you?
Example Questionnaire
8. What else can we do to make your family more comfortable?
Example Questionnaire
Rank Losses
To make the best use of available resources, sort claims by severity.
Prioritization takes an overwhelming number of claims and classifies them into
manageable groups.
Going from this…
… to this.
Carriers can use a 3 Level Model to help determine which policyholders need
assistance first.
Involve conditions that are likely to deteriorate or change, or the scope of the loss requires
an adjuster’s immediate attention.
Level 1 Claims
Require field inspection but the conditions of the claim aren’t immediately urgent.
Level 2 Claims
Field inspection for these claims
could be scheduled out further without
significantly impacting the
outcome.
Can easily be handled in the office and do not require an adjuster’s field inspection.
Level 3 Claims
Digital Assistant
Instant Message
Mobile App
Web Form
Phone
You should offer many convenient channels for a policy hold to file a first notice of loss.
1
2
3
4
5
1. Phone• Call center / CSRs
• BPO providers can assist
• VoIP systems
• IVR for automated screening
Plum Voice (IVR)• Self-service phone interactions
• Speech recognition
• Interactive dialogues with rules engines
• Integration with Policy and Claims Admin Systems
USE CASE: Loss Notices, Ranking, and Routing.
2. Web Form
Create web form that can automatically post to your claims system. Setup
workflows to notify staff when a FNOL is filed from the web.
SquareSpace• Quick WebSites from Beautiful Templates
• Fully Managed Deployment
• Business User Can Build and Edit
• Optimized for SEO, Search, Usability, etc.
USE CASE: Landing Pages
Dedicated FNOL Vendors
• Complex rules engines
• Connected to other service providers
• Frequently include a BPO service as well
• File a claim directly from your policyholder app
• Leverage phone features such as gps, and camera
• Post directly into your claims management system
3. Mobile App
4. Instant Message
I want to file a claim. >>
I want to view coverage. >>
I want to add coverage. >>
I want to pay my bill. >>
Automated chat assistants can be added to your customer apps or portals to help policyholders quickly find answers to questions.
5. Digital AssistantServices like Amazon Alexa allow
customers to file a claim by talking to a digital assistant.
3. Response Team
Triage Planning
Help staff prepare. Create a company-wide First Response Plan that outlines responsibilities.
COMPONENTS
A. Notify Team
B. Dispatch Responders
C. Set Up a Crisis Center
A. Notify Team
Triage Planning > Response Team
Who should be contacted when help is needed?
Notification Tree• Company Directory
• Assigned Order
• Response Team
• Notification System
• Signal v. Noise
Channels
Direct Messages
Threads
Integrations
Alerts
Search
VoIP
Screen Share
B. Dispatch Responders
Triage Planning > Response Team
Activate those with designated responsibilities to ensure all functions of the Triage Plan are carried out as quickly and efficiently as possible.
Dispatch Key Responders
Key Responders
• Home Office Administrators
• Claims Director
• Claims Assistant
• Marketing / Communications
• Department Managers
• Catastrophe Response Team
• Triage Team Directors
• Triage Team Members
• Adjusters
• BPO Providers
C. Setup Crisis Center
Triage Planning > Response Team
• Secure a facility for triage, media, and housing.
• Secure a lease if needed for the remote site.
• Transport and setup supplies and equipment.
Setup a Mobile Office
Mobile Office
Will you rent or buy chairs, desks, computers, etc?
Necessary Supplies
• Emergency Supply Kits
• Emergency Vehicles
• Power Tools
• Company Signage
Hardware Needs
• Computers / Devices
• Phones
• Printers
• Chargers
• Internet
Software Needs
• Communications
• Claims Management
• Payment Systems
• Productivity Suite
• Expense Tracking
Ring Central• VoIP, Conferences, Video Chat, Messaging
• Includes PBX Features (Forwarding, Voicemail, Extensions, etc)
• Supports All Desktop and Mobile Devices
• Very High Quality
USE CASE: Call forwarding, Automated Voice Alerts, Remote Access
Web-Based Claims Admin• Accessible from anywhere
• Supported from a wide range of devices
• Minimal infrastructure requirements
• Team-based interaction
USE CASE: All software systems, mobility, accessibility.
Google Docs• Accessible from Anywhere
• Replaces Microsoft Office
• Realtime Collaboration
• Advanced Permissions
USE CASE: Documents, Spreadsheets, Slides, Forms, Diagrams
Amazon Workspaces• Virtual Windows Workstations
• Centrally Managed Environments
• Mobile Device Access!
• Integrates with Work Docs
USE CASE: Mobile,Temp Employees, Remote Workers, Tech Partners
Expensify• Expense tracking in the cloud
• Per Diem allotments
• Image recognition with auto-categorization
• Auto generates receipts below $75!!!
USE CASE: Expense Tracking, Expense Reports, Audits
4. Settle Claims
Triage Planning
A) Independent Adjusters
B) Web Software
C) Mobile Apps
D) Drones
E) Electronic Signature
F) Electronic Funds Transfer
Settling Claims
A) Independent Adjusters
Use independent adjuster networks for overflow capacity
during high claims generating events.
How do you build great relationships with independent adjusters?
You will receive better service from independent adjusters
if you are working to build relationships with them on a regular basis and not just during an emergency.
Regular contact maintains a healthy working relationship.
Engage Often
Kindess Wins Loyalty
Be Nice!
Make jobs a piece of
• Write good estimates using accurate measurements.
• Include detailed explanations as much as possible.
• Submit all pertinent pictures for adjuster’s file.
• Make timely submissions with few supplements.
Support your adjusters in front of policyholders whenever you possibly can.
Be Supportive
Resolve customer issues.
Happy customers make for happy adjusters.
Give adjuster a heads up on customer complaints.
Notify the adjuster of action plan with customer.
Send updates to adjuster regarding issue.
B) Web Software
• Accessible from Any Location
• Desktop and Mobile Support
• Managed and Dependable
• Connected to Data Sources
C) Mobile Apps
• Accessible without an internet connection
• Process claims on the go, upload data later
• Utilize device features such as camera and gps
D) Drones
• Review damage quickly
• Take photos and measurements easily
• Limit risk of adjuster injury
• FPV goggles make it very easy to fly
Not This!!!
This
E) E-Signature
• Review and settle onsite
• Reduce processing and turn around time
• Encrypted and secure
• Legally binding
F) Electronic Funds Transfer
• Remit Payment Immediately
• Requires simple account information
• Encrypted and secure
• Close many claims in the field
Questions?How to Contact Me
www.britecore.com [email protected]
(417)299-1119
Phil Reynolds CEO / Founder BriteCore