6 Steps to a Simpler, Faster Claims Experience During Peak Season
Strategic Insights

6 Steps to a Simpler, Faster Claims Experience During Peak Season

Teleperformance - 07.01.2024

Effective claims management is pivotal for insurance firms striving to enhance customer satisfaction and boost operational efficiency. Success lies in developing a strategic approach that emphasizes proactive preparation, technological integration, and human resource optimization.

For insurers, optimizing claims processes becomes even more complex – and challenging – during peak or busy seasons. During these times, firms must work harder to forecast peak periods and adjust resources accordingly, ensuring readiness to handle an increased volume of claims.

Artificial intelligence, analytics, and machine learning can streamline claims processing, enhancing accuracy and speed. Equally important is the role of well-trained, dynamic teams who can adapt to surges in workload, supported by clear communication channels and robust contingency plans. This multifaceted approach mitigates the pressure on resources during peak times and ensures claims are managed efficiently, maintaining the trust and loyalty of clients.

How can insurers sharpen their peak management strategies? Here are six key points to guide you on where to begin.

  1. Resource Allocation

Allocate sufficient staff and resources to handle increased claim volumes efficiently. Consider outsourcing during peak periods to manage the workload effectively. Avoid the cost and time burden of recruitment, licensing, and training, and let a partner with existing resources help you.

  1. Training and Support

Provide comprehensive training to claims handlers to equip them with the right skills and knowledge to manage claims effectively during peak periods. To address complex or challenging claims, offer additional support and resources, such as access to experts or specialized teams. Look for opportunities to create simplified digital training for faster deployment and time to proficiency for that urgent need.

  1. Flexibility and Scalability

Design claims processes that are flexible and scalable to accommodate fluctuations in volume during peak periods. Implement contingency plans for scaling up operations quickly in response to unforeseen spikes in claims activity. Identify additional segmentation and routing approaches that can help divide the workload.

  1. Leverage automation to prioritize claims

Prioritize claims based on severity and impact to ensure critical cases are addressed promptly. Implement triage systems to handle high-priority claims first, minimizing delays and improving customer satisfaction. Using automation to segment claims status and complexity, the workload can be better managed.

  1. Regulatory Compliance

Ensure compliance with regulatory requirements governing claims processing, including deadlines for claim settlement and documentation standards. Stay informed about regulatory changes or updates impacting claims management practices and adjust processes accordingly.

  1. Data Analytics and Reporting

Data is power – utilize data analytics to identify trends and patterns in claims activity, enabling proactive decision-making and resource allocation. To monitor performance and drive continuous improvement, generate comprehensive reports on claims processing metrics, including turnaround times, customer satisfaction levels, and error rates.

Implement Effect Peak Management with Teleperformance

 

As a trusted partner in the insurance industry, Teleperformance has helped businesses implement effective peak management by leveraging automation, data analysis, artificial intelligence, and advanced analytics. We continue to facilitate streamlined operations for our clients, resulting in reduced processing times and costs while also enhancing the overall customer experience.

Our focus on people, process, and technology allows us to effectively manage operations and claims processes, maximizing resources and generating cost savings for our clients. For example, a worldwide leader in insurance industry – a Teleperformance client since 2017 – was able to reap:

Enhanced Customer Satisfaction: The client saw a consistent increase in customer satisfaction ratings, reaching an impressive 4.5 out of 5.

Improved Client Satisfaction: The client benefited from improved client satisfaction, with ratings averaging 3.2 out of 4.

Ensured Technical Quality: The client achieved control over technical quality with an impressive rating of 97%, ensuring reliability and performance consistency.

Efficient Handling Rate: The client saw a high handling rate of 91%, ensuring timely and effective resolution of customer inquiries and concerns.


Teleperformance: Unpredictable world. Predictable claims management.

Whatever the world throws at you, we provide end-to-end claims management, that delivers quality, with flexibility guaranteed. Subject matter expertise, fool-proof training, service at scale and peak management, supported by our global footprint, layered technology, AI and processes. We also provide data so you can look ahead to tomorrow.

Delivering predictable claims management, in an unpredictable world. Teleperformance frees you to transform to meet the demands of the future.

Contact Teleperformance today to learn how we can help you streamline your claims processes.

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