1. Ease of Use
How important is usability in today's software applications?
In today's busy world, customers gravitate towards companies that are "easy to do business
with". Just look at Apple products. One could argue whether they are the best products in the
world. But few would question their usability. Apple products are designed for their simplicity,
ease of use, and intuitive design and functionality.
It is no different in the insurance industry.
Operational excellence in handling claims, supported by advanced technology, is a crucial
competitive advantage. But while insurance executives recognize the importance of effective
and efficient claim service to policyholders, the efficiencies of new technologies and
advanced support systems is not always fully understood or appreciated.
Purchasing a claims administration system can be a lengthy and arduous task. This paper will
discuss 11 key system support features to consider when undertaking the purchase of a
claims management system. Not every system offers all these features, but they are
important to address with each vendor.
Ease of Use has been a major factor for users of insurance support systems for years. In
the complex world of claims, it is important to have a system that is easy to understand
and learn by all users – including policyholders, claimants, agents and brokers, and
insurance carrier staff. It should be intuitive to use and offer superior functionality
including navigable screens and easy -to-find contextual adjustor portals, wizards to
open new claims, scripting and dynamic questioning that allows insurers to deliver
consistent service.
Today's effective claims systems utilize
system operation rules to streamline
workflows, create sophisticated, well-
orchestrated correspondence, and
integrate data from multiple sources –
including external risk data. Best of all,
claims systems provide policyholders
and agents with access to real-time
data and information, delivered in the
format and channel they choose.
CLAIMS BUYERS GUIDE | 2
