Despite consumer confidence returning quicker than many had expected, in the wake of the global pandemic, the travel claims landscape has changed exponentially.
So, how has your travel claims solution coped with renewed demand?
Other claims facilities have struggled with the surge in claim volumes received with the resumption of international travel. However, Rightpath Claims has witnessed the return to consumer confidence and demand whilst working to mitigate against large scale delays in service witnessed elsewhere, despite the rapid onboarding of additional, new schemes in support of insurers looking to preserve their own in-service continuity.
This would not be possible without Rightpath’s people, and its ‘Academy’ model for recruitment selection and people development. These enable Rightpath to scale and transfer knowledge at speed. It is also a result of the pro-active steps Rightpath have taken to organise and streamline the claims lifecycle.
Rightpath has re-engineered its back-end claims approach for the following:
Since the launch of our Self-Service Claims Platform in July 2020, Rightpath has offered the optional systemised facility to trigger the assessment of a claim only once all required information and documents have been received from the claimant. This reduces unnecessary claim touch-points and claim lifecycles accordingly.
For customer claim status transparency, the claimant can also check the status of their claim, in real-time, 24/7.
Claim Status Gateways
The first gateway a claim passes through is its assessment readiness, as mentioned above. Once all information is provided and assessment commences the claim travels through a guided assessment process, where stages of the claim can be allocated to stage specific specialists or subject matter experts, helping to avoid caseload bottle necks and to maximise expert output.
Furthermore, at system-level, claims can be graded by complexity based on claim type and requirements, each claim can then be allocated to the most appropriate subject matter expert for greater overall efficiency.
Claims Lifecycles and Processing KPIs are tracked in real-time, across all schemes, policies, and claims, this includes granular workload and claims stage productivity by individual handler. Handler case workload KPIs are weighed according to caseload size, the complexity of each claim and handler experience.
Handler performance is continually monitored in line with internal quality and service continuity, as well as scheme SLAs, this helps identify areas for further personal development whilst providing vital intelligence to highlight areas of exceptional ability.
In summary, all of the above factors enable Rightpath Claims to retain tight control over service delivery standards, even whilst scaling up and launching entirely new schemes with minimal lead-times.
Real-Time Claims Dashboards
In addition, services can be further enhanced via optional, secure Client Dashboards for real-time claims reporting, and live client to claims team direct messaging.
Rightpath will continue its pro-active approach to service optimisation, with even greater process automation already in development, in the meantime, insurers seeking additional or alternative claims capacity are encouraged to contact Rightpath Claims today on: 01268 214096
Alternatively, you can email: email@example.com