Ventiv Technology

Guaranteeing the security of sensitive information Given that many insurance cases deal with confidential information, your business needs to be able to ensure that only the pertinent people are able to access it. A great way to ensure confidentiality is honoured is by ensuring that your system has the ability to protect that sensitive information. For example, RiskConsole will allow you to administer security settings on certain functions, so that only the relevant people have access. Treating people like valued customers, not statistics If you are not on the frontline, it can be difficult to remember that your customers are an essential part of your business. Committing to the small things can make a huge impact on customer retention. For example, following up with a call can make a massive difference to the overall experience. Not only are people more receptive to talking to an associate, but it allows team members to settle claims more quickly and at smaller costs. 08 CUSTOMER EXPERIENCE A positive customer experience should be the cornerstone of any organisation. Yet for the claims management department, customer service hasn't traditionally been as important as other factors, such as improving claim times or optimising operational efficiency. However, there is now the realisation that good customer service actually promotes productivity and efficiency, and, as such, a lot of KPIs now revolve around the customer experience. For example, many companies have KPIs involving on-time claimant contact, payment timelines and customer retention rates. Therefore, a good claims manager should always be looking for ways to improve their service, such as: Creating better workflows for a more consistent experience We've mentioned above how important consistent practices are in spike times in terms of cost management, but it is equally as important for ensuring that you are always delivering a premium customer service.

• Cover