As part of our Healthcare Management & Claims Transformation Strategy, we have introduced new functionality for our Global Claim staff to access customers’ claims histories in a brand-new way – making the claims assessment process more customer-focused and efficient.
These changes will seek to improve user experience. They will help to streamline the claims assessment process, benefiting both assessors and customers by:
- Reducing the volume of suspended claims through more efficient access to historical claim data, minimising unnecessary requests for additional information.
- Accelerating claim turnaround times, enabling faster resolution and improved service delivery.
- Enhancing the overall customer experience by simplifying and speeding up the claims journey.
- Improving fraud detection and investigation capabilities through enhanced data integration, allowing Global Claims colleagues immediate access to key fraud indicators such as high propensity-to-claim metrics.
These enhancements have already shown positive results. This capability has also been showcased to Group Internal Audit following previous feedback that claim histories were too challenging to navigate and led to less favourable outcomes.
The learnings we’ve taken from this solution, particularly in terms of ensuring claimant histories are easily accessible and displayed in an intuitive and efficient manner, will be key to our future ambitions.
For more information, speak to your Bupa representative.