Triage is a French word meaning “to sort.” Developing a claims triage strategy allows a company to obtain a good overview of the claims situation and allocate resources appropriately. Attend this session to learn more about sorting your claims to make the best use of available resources.
19. Staff under high Pressure.
• Working Under Increased Volume
• Unfamiliar Procedures and Job Roles
• Extra Hours and Responsibilities
• Ratings Downgrade
• Forced Liquidation of Assets
• Insolvency
21. 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?
50. 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
51. 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
55. • 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
62. 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.
63. Page Purpose: To help claimant’s
quickly and efficiently file claims
directly following a catastrophe.
64. 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
67. Email Campaigns
Email is a great way to send frequent
communication that drives traffic to other
landing pages and dashboards.
68. 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
69.
70. Mail Chimp
• Email Communications
• Stock and Customizable Templates
• List Management
• Analytics
USE CASE: Agent and Insured Communication, Warnings, Alerts
73. 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.
74.
75. Automated Call Systems
“A disasterwarning has been
issued in yourarea. Fortips on
how to prepare fora disaster,
please visit ourwebsite
www.britecore.com/disaster."
76. 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
80. You should already have an
established Social Media
presence and actively connect
with customers via Facebook,
Instagram, Twitter, Youtube, etc.
81. 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
82.
83. 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
103. Carriers can use a 3 Level Model to help
determine which policyholders need
assistance first.
104. Involve conditions that are likely to deteriorate
or change, or the scope of the loss requires
an adjuster’s immediate attention.
Level 1 Claims
105.
106. Require field inspection but the conditions of
the claim aren’t immediately urgent.
Level 2 Claims
107. Field inspection
for these claims
could be
scheduled out
further without
significantly
impacting the
outcome.
108. Can easily be handled in the office and do not
require an adjuster’s field inspection.
Level 3 Claims
109.
110. 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
111. 1. Phone
• Call center / CSRs
• BPO providers can assist
• VoIP systems
• IVR for automated screening
112. 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.
113.
114. 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.
115. 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
116.
117. Dedicated FNOL Vendors
• Complex rules engines
• Connected to other service providers
• Frequently include a BPO service as well
118. • 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
119. 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.
129. 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
130. 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
132. • 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
137. 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
138.
139. 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.
140.
141. Google Docs
• Accessible from Anywhere
• Replaces Microsoft Office
• Realtime Collaboration
• Advanced Permissions
USE CASE: Documents, Spreadsheets, Slides, Forms, Diagrams
142.
143. Amazon Workspaces
• Virtual Windows Workstations
• Centrally Managed Environments
• Mobile Device Access!
• Integrates with Work Docs
USE CASE: Mobile,Temp Employees, Remote Workers, Tech Partners
144.
145. 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
151. How do you build great
relationships with
independent
adjusters?
152. 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.
155. 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.
157. 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.
158. B) Web Software
• Accessible from Any Location
• Desktop and Mobile Support
• Managed and Dependable
• Connected to Data Sources
159. C) Mobile Apps
• Accessible without an internet connection
• Process claims on the go, upload data later
• Utilize device features such as camera and gps
160.
161. D) Drones
• Review damage quickly
• Take photos and measurements easily
• Limit risk of adjuster injury
• FPV goggles make it very easy to fly
164. E) E-Signature
• Review and settle onsite
• Reduce processing and turn around time
• Encrypted and secure
• Legally binding
165.
166. F) Electronic Funds Transfer
• Remit Payment Immediately
• Requires simple account information
• Encrypted and secure
• Close many claims in the field
167.
168. Questions?
How to Contact Me
www.britecore.com
phil@britecore.com
(417)299-1119
Phil Reynolds
CEO / Founder
BriteCore