CMS

Meet today’s challenges by bringing your customers and business together with the next generation Claims Management Systems (CMS).

Optimise and Outperform

Reduce cycle times by optimising talent, processes, and resources.
  1. Optimise and outperform
  2. Give your claims teams real-time access to the information they need—when they need it
  3. Enable claims automation to free up your resources to focus on complex claims
  4. Easily define when and how exposures, reserves, and activities are created
  5. Fraud verifications built in as standard

Be Customer-Centric

Deliver trust by putting your customer at the centre of every experience.

1

FNOL

Transform First Notification of Loss (FNOL) into a differentiating experience

2

DFNOL

Empower customers with Digital First Notification of Loss (DFNOL) self-service channels

3

Fast Approval Times

Automate tasks to speed up approval times for your customers

Helpdesk

Dashboard

  • Will show and enable users to create projects and invite others using the platform to join those projects, complete managing all the tasks to keep up to date of how that project is progressing.
  • Keep up to date with important events and birthdays within your business, so everyone is on track.
  • Raise a ticket of support directly with the Pact team.
  • See who’s online within your business and start a direct messaging conversation with them
  • Create events and add invitees to those events, synchronising with Outlook
  • Stay in touch with everything that is going on with your company with your very own Newsfeed
  • You can search all your colleagues within your business enable contact details at a click of a button
  • Every dashboard is unique to your role. We’ll supply bespoke data to each employee with summary of their role. Ie. Handler will see how many claims they’ve closed, how many are open, in progress, review and so on.

Claim Handler

  • Centralise the question process for your handlers with a view of the customers answers.
  • Easy to use view of all verifications, tasks, and events that happen during the claims process.
  • View list of assigned tasks and claims in one simple to use screen.
  • Request support within the system from a colleague or line manager on a particular claim or task.
  • Request additional information from the claimant directly from the system with notifications and task management at each stage of the correspondence with the claimant.
  • Send custom messages to the claimant at the time of approval or denial of a claim to ensure the claimant is fully aware of the decision that has been made and the logic applied.
  • Update claim or claimant information held on record based on new information.
  • View the full enhanced claim data Pact collects on claimants to provide unique insight into each claim and the claimants history.
  • View previously submitted claims.

Team Leader

  • Manually reassign claims and tasks as they see fit.
  • Review the status and full audit log of any claim or task for their team.
  • Produce reports for their team or individuals to better understand the performance of their team.

Admin

  • Create and edit templates to allow users to simply insert entire or part email wording to any correspondence that goes out to the claimant.
  • Manage user roles and line manager permissions.
  • Complete access to reassign claims and tasks.
  • Manage Claim types and the entire dynamic question set behind each claim type.

Smart Actions

Smart Actions deliver the claims handler suggestions on what issues have arisen from the claim and what they should do next in real time.

Pact™ has sourced and centralised third party fraud verification information, allowing our assisted intelligence to enable claims handlers to make smarter and faster decisions delivering real value to the claims market.

Using collected data on our platform Pact™ further enhances the platform’s decision-making ability.

To enhance this Pact is deploying Smart Actions

Resolve claims faster, exceed customer

expectations, and ignite innovation.

FAQ

What is insurance claims management software?

At its core, a claims management system is a transaction-enabled system of record that an adjuster or claims handler (or an automated process) uses to:

  • •Gather and process information regarding the underlying policy and coverages, the claim, and the claimant.
  • Evaluate and analyse the circumstances of the claim.
  • Make decisions and take actions including payment.
  • Execute transactions and preserve a record.

Who uses claims management software?

Adjusters, assessors and claims handlers have adopted claims management software to better manage their workflow. Traditionally adjusters and claims handlers used a range of manual and paper-based processes. For some business lines in insurance, the claims process still require faxes, paper filing and deciphering clients’ or their doctors’ handwriting. These organisations will have a mixture of digital (seamless) and people powered (manual) data flowing into their claims management system to help manage customer claims.

Advances in technology such as mobile first notification of loss and machine learning have the potential to eliminate time consuming manual processes.

However, before implementing new technologies insurance carriers need to ensure their underlying claims management system supporting their processes is efficient, flexible and capable of introducing advanced process automation.

Is full end-to-end digitisation of claims possible?

Digital claims, from claim data input to payment, is the goal for many insurance carriers. Some new insurance carriers are experimenting with a full digital end-to-end journey for specific business lines.

However, for many incumbents, claims handlers are still using manual and paper methods to process claims and communicate with their customers. Some are held back by complex supply chains and regulator constraints. Whilst others are digitising parts of the process first in a stepped journey towards full digitization. Not least, to reassure a proportion of their customers base who may remain hesitant with some digital transactions due to security and privacy concerns.

What does claims transformation mean?

Within the context of insurance, transformation refers to the introduction of digital technologies to create new – or modify existing – claims processes, culture and customer experience to meet the evolving needs of the business.

There are a number of reasons insurance companies are rolling out transformation programmes within the important area of claims.

  • Firstly, to keep a pace or outperform competitors who maybe attacking their existing customer base. In recent years, new attackers have leveraged digital technologies resulting in leaner, more transparent and efficient business processes.
  • Secondly, to meet the demands of an increasingly digital savvy customer base. Consumers have quickly adopted digital channels, new smart home features and expect to find a chatbot to help them buy a policy or submit a claim.
  • Thirdly, for the incumbent insurance carriers, to reduce the operational costs associated with maintaining legacy systems, many of which are managing multiple systems inherited during mergers and acquisitions.
  • Fourthly, to reduce fraud in the claims process. In 2019, The Association of British Insurers (ABI) reported that 469,000 fraudulent claims and applications were detected in 2018. British Insurers invest a minimum of £200 million each year to identify fraud.

These drivers have resulted in new company-wide ‘change’ initiatives or transformation programmes to develop an end-to-end digitsation of the claims customer journey.

Can Pact be customised to suit our needs?

Pact is an out of the box product with lots of features and products that give you the tools you need. If there are customisations or additional features required then these can be developed during the onboarding stage.

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