The Utah release includes some high impact developments to Financial Services Operations for Insurance, including a new application that addresses a critical business need for insurers, enhancements to ease day-to-day work for claims managers, adjusters and processors, and a strategic partnership with Guidewire, the market-leading policy and claims administration platform for property and casualty insurance.
Digitize personal claims with seamless end-to-end automation
Personal Lines Claims:
Personal Lines Claims is an application that enables insurance carriers to provide the digital, transparent, and intuitive claims journey that customers expect. Whether carriers are processing for auto, homeowners, renters, or any of the other many types of personal claims, this application offers numerous benefits including:
- Automate claims processing through efficient data transfer between personas to ensure claims files are current with pertinent information
- Reduce manual work across the Claims department for faster resolution and increased satisfaction using AI
- Empower claims personnel with curated workspaces in one centralized location that provide the necessary data and information when and as needed
- Help improve customer satisfaction with real-time visibility into claims status
- Expedite adjudication and proactively ensure SLA compliance with embedded controls
- Oversee business performance, track progress towards key metrics, and identify patterns and bottlenecks with Performance Analytics and Process Optimization
Empower adjusters to easily track work across all active claims
Ad-hoc tasks and enhanced landing pages:
Ad-hoc tasks and enhanced landing pages are part of the Utah release upgrades to claims functionality. Ad-hoc tasks allow employees to quickly add new tasks and set prioritization to those tasks to help ensure nothing falls through the cracks. Enhanced landing pages are curated workspaces that have been purpose-built for specific personas, including the adjuster, the claims manager, and the Special Investigations Unit (SIU) agent.
To effectively manage the claims process, everyone needs visibility into their own prioritized work, the ability to see what stage a claim is in, and to create ad-hoc tasks as needed. To optimize customer experience and efficiency, this should all be in a central system. Ad-hoc tasks and enhanced landing pages recognizes this need and helps to:
- View past and upcoming activities across the claims portfolio with intuitive landing pages that make it easy to create, view, assign, and prioritize tasks
- Help ensure claims and associated tasks are handled quickly with real-time key update alerts, such as a new claim assignment or rejection of an approval request
- Implement necessary adjustments to the claims workflow with the quick creation of unplanned tasks, allowing for timely resolutions and strong employee and customer experiences
Strategic partnership for simplified and transparent claims and policy servicing
Guidewire Partnership:
Financial Services Operations for Insurance has joined Guidewire PartnerConnect. Guidewire InsuranceSuite, consisting of ClaimCenter, PolicyCenter, and BillingCenter, is the market-leading policy and claims administration platform for property and casualty insurance. Joining Guidewire PartnerConnect will allow ServiceNow to build capabilities to help providers streamline processes, reduce swivel-chairing between systems, and gain real-time visibility to key claims and policy information. Additional benefits of this partnership include:
- Create new experiences around claims, policy servicing, and underwriting with cross-platform visibility, communication, and an audit trail
- Drive operational efficiencies by streamlining claims intake and processing through omnichannel experience, advanced work assignment, and more
- Increase process agility and speed to value with seamless customizations to the claims and policy servicing processes
Learn more:
In addition to these key enhancements, insurance customers also benefit from new and impactful features including Omnichannel Callback, Google Business Messages, and Real-time voice transcription with Amazon Connect. To learn more about these features, check out the Customer Service Management blog.
For more information on Financial Services Operations for Insurance, visit the product page.
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