Speedy resolution for claims is critical for high customer satisfaction but at the same time easy access to historical information enabling audit and training is equally important to increase efficiency. Both these challenges contradict each other and a delicate balance between these needs has to be maintained.
Gaps in processes or data can lead to reduced accuracy and easy access to historical and detailed information is critical to identify these gaps. In addition, tools that enable carriers to audit and update changes quickly and effectively further help improve the overall claims process. CCC’s claim management tools like CCC ONE™ Workflow – Audit provide carriers with automated checks against carrier specific guidelines.
Insurance carriers use guidelines to manage claim escalation and audit. While similar, certain differences allows carriers to maintain their competitive edge. A workflow system that allows this unique customization to carriers is critical for successful claim operations. CCC ONE™ Configurable Workflow allows carriers to route claims to the right group based on carrier specific routing requirements. Parts of this workflow also enable carriers to automatically approve claims for payment.