How can you use communication to improve the claims process for clients?

In India, out of the total claims rejected, 75% rejections are caused due to limited understanding of health policy like - ailments coverage, wrong filing, etc. (Ref: Policybazaar) I feel accurate communication and support with the help of data science - there is a potential to 'know your customer' not just name or DOB but customer preferences/behavior. This will enable better straight thorough processing and eliminate the requirement of unnecessary questions. Have technology to enable agents in showing customized client questions!

In my experience enhance communication, utilizing digital channels to understand the client′s need first, by actively listen to their concerns, gather feedback, and ensure that communication is transparent, then tailor solutions to meet collective and individual needs and strive for seamless experience.

What I thinks is best and works for me to get the job done is to implement a structured communication plan with scheduled updates. Utilize SMS, email or a dedicated online portal to share progress and anticipate timelines, clear and concise updates help keep clients informed without overwhelming them to a point of confusion.

I think it's very important to not go overboard with client updates. Depending on the type of claim I am dealing with, I ensure that I touch base with clients as a minimum, every couple of weeks and sometimes this is simply letting them now that I am pending an Insurer's response. Equally, if the claim is on hold due to a pending request of the client, it is important not to hassle them for information and to respect their situation, as there is a high chance that they are already stressed and continually chasing them for a response will only add to that stress and potentially lead to a poor customer experience and reduced retention.

I′ve found helpful in my overall experience in customer service is don′t be the first one to talk, just greet them, let them express all what they′ve got, not ignoring them but by actively listening to thier emotions which is the first thing they let go and then you′ll see how the real concerns start to come so then you can express understanding, and maintain professionalism through clear communication, and a commitment to resolve issues, just keep a balance between empathy and professionalism. Even focus to let the customer see you write down as he only speaks the concerns, and you′ll see how only a line or even two are the real problem, that way you and the customer won′t engage in confrontation.

Bottom line explain to them as if they are new to the process specially addressing resolving timelines and when to expect and update and how they can easily reach you out, and expected time response since your not handling only one claim.

For this point for every communication I engage, I always end up with just to recap... of what I understand and what does he/she wants to be done.

I tend to ensure that I provide the customer with an update after every notable action on a claim. It's important not to go over the top with updates, however, if the claim is on hold due to a pending response from another party, make sure that your customer is kept in the loop. Not knowing what is happening in the claims process can make a customer feel like they are not cared for and that is when complaints and loss of business can occur.

Effective communication plays a crucial role in improving the insurance claims process for clients. 1. Establish Clear Lines of Communication with customer and nominee s: it's vital to reassure your policyholders and let them know you are there for them, particularly during an emergency. 2. regular Updates: Providing regular updates to claimants can give them a sense of security. Clear and constant communication throughout all stages of the claims process can be beneficial. 3. Personalize the Experience: Tailoring communication to the individual needs and preferences of claimant can enhance their experience. 4. Leverage Technology: Technologies like chatbots, OCR, computer vision, advanced analytics, blockchain, IoT