Integrated system for insurance, staff claims

Goal
A win win solution for customers satisfaction and companies to achieve service quality excellence.


Before

Companies are doing things for the sake of doing, for profit taking and never think in the situation of the customers. Therefore, they are losing trust and customers to the competitors.

Many companies are struggling with the paper and technology transition. This is same as broadcasting news holding a stack of papers, with a laptop for more stress.

Very poor standards and procedures in the existing claims process.
1. Client fill up pdf form online, unable to print (not environment friendly), unable to sign.
2. Client has to submit original receipts at the insurance branch.
3. Client will not mail the receipts as no one is accountable for lost mail.
Client who is under medication is at the risk of sudden death, spreading virus to the employees and public when submitting the claim. The procedures are causing snail delays. Insurance company never answer to client on the progress of claim.

Due to claims inconvenience and lack of trust, most people are under covered for insurance. 

After

Integration of insurance claim system helps to prevent fraud, customer inconvenience, lack of physical storage space, speeds up efficiency and effectiveness.

Extranet of shared services for insurance companies to track non editable insurance, claims history, statistics and listing.

Client will do complete submission with web based form to attach all medical and required receipts. Client is unable to claim from several companies with the same receipt even when the originals are not submitted, since it is detectable by the system.

Progress of claim will be updated online with policy number without frequent follow up.

Client do not sign for the sake of signing unless you want to verify signature with bank.

Anyway, client need not sign when they purchase insurance online.

Prevent over reliance on staff for paper filing and manual entries on payment system, as it will result in many errors, backlog and missing records when staff is absent. Hiring new staff does not solve the issues as there are pink panthers from that country.

Fake news means the black sheep and horses always publish untrue statements in media to cover up their fraud and cheat for high income. They lead to hidden unresolved financial control and cut costs everywhere to operate. No amount of donation and investment can settle the accounting flaws. Demanding professionals to study ethics in class is costly and useless due to unfair practices at the top. People with integrity have been abused which caused multiplying effect on crimes. It will drag the entire team down.

Accept responsibility and make things right

It’s not uncommon for business owners to try and justify why something went wrong – this is especially true if the error stems from something they did. If a customer doesn’t get what they ordered, don’t blame the employee who made it – apologize and accept responsibility. If a customer notes that they are overcharged for something, don’t blame the system or the person on the register- apologize and find a way to make things right. If your first instinct is to blame somebody else for what went wrong, that will leave a negative impression on you and your business as a whole.

The other part of this is that you need to find a way to make the customer happy. Whether you re-make their food item, give them a refund, offer them store credit, or even more, just remember that the cost of losing their business is likely going to be worse than the cost of making them happy. Don’t look at making things right as an expense – look at it as an investment. If you address their concerns in a way that makes them happy, you’ll recoup the cost again and again.

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