What is a low-touch claim and how is it processed? Knowing the answer can alleviate stress and improve customer experience should such a claim arise.
Using technology to minimize the amount of manual intervention on low complexity claims decreases the amount of time it takes to settle a claim, improving the customer experience. It is not meant to replace personalized service for more complex claims where manual, expert intervention improves outcomes.
The life of a low touch-claim
When a claim is first reported, its complexity is identified at intake and the adjudication process begins. Generally, a claim identified as low-touch is minor in complexity and can be resolved in a short amount of time. After the first notice of loss, a claims adjuster gathers the required information to complete the investigation, guiding the claimant through next steps, including payment and closure. Once the necessary documents are sent to the claimant and payment has been processed, the claim can be closed. Using technology to support the adjuster’s investigation can reduce the amount of time it takes to finalize the claim.
What’s considered minor in complexity
Some examples of low-touch claims are:
- auto glass repair or replacement;
- injury-free auto physical damage; and
- medical-only workers’ compensation.
Keeping it personal
The best carriers offer both personalized services and automation options for claims filing and claims handling. Low touch does not mean no touch. A dedicated claims adjuster should always be available to answer questions that arise throughout the reporting process, even if automation is leveraged. An adjuster can also provide additional guidance if a claim becomes more complex. With the right carrier, the bottom line and business operations are its top priority.
How technology can improve minor claims processing
Claims that are minor in complexity are best suited for digital technology. Some carriers allow claims to be submitted through an online portal. The filer may even have the opportunity to submit photos of the damage themselves. After submission, the low-touch claim may be auto-adjudicated. The carrier might have some or all of these digital processes in place. Depending on the severity of the claim, certain technologies might not be available.
Digital technology allows minor claims to be processed quickly and accurately. Sometimes, a claim can be resolved in hours instead of days, which enhances the customer’s overall experience and satisfaction.
While technology has the opportunity to enhance the efficiency of low-touch claims, it should never replace the knowledge and guidance of a keen claims adjuster. Even if the insurance carrier utilizes automated technology in its claims processing, insist on personalized service when needed.
