Digitize The Claims Submission Process

Presented by

Becky Kenyon (Amerisure), Lori Pon (The Auto Club Group), Chris Holcombe (Protective Life), Robin Roberson (Wilbur)

About this talk

Customers want services on demand. Lengthy, complex, error-prone paper-based processes sound the death knell for the success of your customer care strategy. Failing to digitize the claim submission process and accelerate customer journeys will result not only in a poor customer experience, but also in an unfulfilling employee experience—ultimately hitting your bottom line profit. How can you provide a streamlined digital journey for your customers and agents? *If you can’t join live, you’ll automatically receive the recording if you register. You’ll hear from industry experts including: - Becky Kenyon, VP, Field Claims Operations, Amerisure - Lori Pon, Director, Claims Transformation and Claim Contact Center, The Auto Club Group (AAA) - Chris Holcombe, Head of Business Transformation, Protective Life - Kyung Bae, Head of Solutions, Airkit - Moderator: Robin Roberson, Managing Director, Wilbur In just one hour, you'll discover how to: - Tackle the challenge of high call volumes from customers wanting updates on the status of their claim, and leverage digital workflows to reduce rising call centre traffic relating to claim status - Accelerate customer care by providing self-service digital journeys, proactively communicate with customers about the status of their claim via email, SMS, or chat, and cultivate transparency and ease of access to information for the benefit of customers - Reduce the time agents spend on routine status enquiries, increase agent efficiency with digital customer care, and streamline contact center operations to mitigate the escalation of servicing costs - Put automation to work in service of employees and customers, achieve the right balance between customer experience and agent productivity, and explore valuable use cases for transforming the claims submission process to drive better outcomes for customers and employees This webinar is sponsored by Airkit. By signing up you agree to share your data with this organisation.

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