English to Slovak Bus/Financial Insurance experts

Process Issues – Claims Notification & Customer Care Centre

Findings Suggestions
1. Incoming post
Document related to claims are sent physically to Gyor, where the scanning is performed. If the document was sent by claimants to wrong address, it is re-sent to Gyor by post, hence takes longer time for claim to be registered
The wrongly addressed documents is re-send by post again to proper recipients, which is not efficient from costs point of view
Scanning should be performed at the entry point in offices all over the country to further process the document in electronic form
Thus notifications, received by post and via e-mails can be merged in 1 virtual pool to be processed by 1 team (the roles of Data recorder & Customer Care Centre operator can be merged), allowing to improve the time of processing and performance quality management and optimize resource allocation
Outgoing post can possibly be outsourced as a non-core activity
2. High number of incoming e-mails (70 000/year for Private Property Claims)
Most part of incoming e-mails are related not to claim notification, but to inquire about the claim status (missing documents, time of prospective payment etc.). This was one of the key reasons, why the Customer Care Centre was created, however, on Allianz web-page already exists a possibility to track the claim status, but no information is available on outstanding information & documents, required to settle the claim
High number of e-mails is incoming from agents, not clients themselves Develop the claim status checking possibility on web-site further, so that the client can see also still outstanding documents
Education & information for agents. E.g. also Agent portal can provide the possibility to track the claim status, including information on still outstanding documents

Claim registration
If the risk is not covered under any policy, the claim notification cannot be registered. In case Customer Care Center makes an outbound call to inform the client, the paper-form notification has to be handed over physically
Each notification has to be recorded and registered with a specific code indicating that the claim at the notification time could not be assigned to any policy
Customer has to be informed e.g. in written form that his claim cannot be indemnified due to lack of the cover