18/09/08 Airline Industry Explore Benefits of New Approach to Travel Insurance Claims

The Worldwide Airline Customer Relations Association (WACRA) explores the benefits travel insurers have experienced from using expert system technology in claims management at their upcoming annual conference in the Philippines.

Barbara Boudreau, Director of WACRA explained that “as a world-wide organization of airline customer relations professionals dedicated to the promotion of customer service excellence, we constantly strive to identify innovative new ways for our members to support their customers. From a claims perspective, we are also conscious of the risk of fraud to which both the travel insurance and the airline industry alike, is exposed. While we are looking at new ways of delivering service excellence through claims management, we are also interested in the levels of fraud protection that can be offered.

We became aware of the different approach Rightpath Insurance Solution’s software was allowing travel insurers to take in claims management and are keen to identify what benefits airlines may derive from adopting a similar strategy through the forum our upcoming conference provides.”

Andrew Commins, founder of Rightpath agreed that “There are a lot of challenges shared by both the airline’s claims department and that of the travel insurer and that fraud is naturally one of them. One of the most valuable benefits of applying expert system technology to claims is that you can assess claims over the phone. This not only removes the chance for the fraudster to pre-meditate their answers to questions they may not have been anticipating, but also drastically reduces the level of opportunistic fraud. What’s more, being system driven there are a lot of complex mathematical formula that can go to work for you behind the scenes to spot claim anomalies.”

Rightpath Insurance Solutions will be sharing their experiences of using expert systems in travel insurance claims at WACRA’s 50th Annual Conference in the Philippines, 5th – 8th October 2008.

Other Links

• www.wacra.com