Free Claim Automation Audit

Real-time FNOL

A mid-sized insurer wanted to improve its online FNOL journey by reducing customer complexity. The insurer asked omni:us to provide instant interaction and feedback regarding completeness and quality of information provided during online claim submission.

Warning-2

Issue

  • Insufficient user experience for online claims notice causes high bounce rate and low acceptance of online FNOL by customers
  • Irrelevant documents and wrong classification of claim information provided by customers result in time intensive information request processes
  • Lengthy and oblique confirmation process causes additional status requests by customers
  • Highly manual process demands extensive first-level staff to manually correct and process claims requests
Target

Impact

  1. Reduced bounce rate from online claims
  2. Reduced processing time
  3. Increased usage of digital claims platform
  4. Improved customer experience with quicker communications
Code

Solution

  1. Adjusted online customer journey with dynamic interaction forms
  2. Automated AI-classification of submitted documents (e.g. invoice, police report)
  3. Automated extraction of relevant information of submitted documents (e.g. name, amount)
  4. Automated completeness check by assessing extracted information against business rules
  5. Dynamic interaction forms provide instant feedback on the quality and completeness of the uploaded documents and enquire in real-time in case additional information (e.g. picture, invoice etc.) is required 
DEMO

REAL TIME INTERACTIVE FNOL

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