The peace of mind provided by insurance is a valued asset for many people, from homeowners to truck drivers, business owners and many others. Health insurance alone is a core industry. In an ideal world, we’d never need to worry about calling upon the protection of a policy. In reality, the need to file an insurance claim arises regularly. A policyholder’s experience with that process is vital. Today, companies can turn to advanced support from an Insurance Claims Submission Chatbot to enhance and evolve the claims process.

An integrated solution working alongside Tungsten Capture can transform how your policyholders navigate the initial submissions process. Why take steps to innovate in this area? A closer look at the problems in the traditional claims submission workflow can reveal where things could fall short and how you can better meet customer expectations with technology.

Pain Points Common to the Claims Submission Process

A primary reason to consider deploying a chatbot for the claims process is the opportunity to address issues customers often experience. In a less integrated claims process, users may encounter several issues that degrade their experience or delay their claim submission. Some of these concerns include:

• A lack of customer support beyond typical business hours. The insured may not always know precisely what next steps to take, mainly if an unfortunate event has occurred. Someone may need to wait overnight or through a weekend to receive the support they require on their claim.

• Missing paperwork or supporting documentation. Depending on the type of claim, you may require several items of information from the policyholder. If an individual does not submit everything or submits in the incorrect format, delays can occur.

• Difficulty accessing claims systems. Not every policyholder may be able to engage with a system that’s purely based on the desktop web experience.

Turning to the power of generative AI can help you address these issues directly.

Why Choose a Chatbot Solution?

Using an AI agent might not seem like the immediately obvious solution, but it’s a path that can deliver real-world benefits in your process. A conversational approach replicates the natural experience of working with a human employee to submit a claim. It’s easier to personalize the experience and to provide targeted answers to questions that a more rigidly guided process lacks. Chatbots and related automation solutions have been changing multiple industries for years now. Let’s consider how the solution designed by Cognigy delivers the desired results.

Exploring the Insurance Claims Submission Chatbot by Cognigy

The Insurance Claims Submission Chatbot provides an entirely digital experience for policyholders to submit a claim. Users can access the bot via a traditional web chat interface, but support for mobile users also exists to make it a broadly accessible service. At the heart of this solution is Cognigy’s AI-powered customer service agents, which seamlessly integrate into Tungsten environments.

This AI agent provides a human-like interaction and a guided claims submission process. The bot receives and interprets user input, interfaces with systems behind the scenes, and guides users through submitting the information and required claim documents. When a user has a question, the conversational AI agent can provide a helpful answer in seconds. The bot leverages Tungsten Capture functionality to extract document data and TotalAgility workflows to transition data into the appropriate systems.

After claims submission, the bot can continue to issue notifications about the status of the claim via the omnichannel. Whether users prefer notifications via text, voice, mobile alert, or web, this solution can reach them.

The Improvements Possible With a Chatbot Solution

A chatbot can dramatically reduce the places where manual work must occur in the claims submission process. The bot assists in the capture and filing of all the relevant information. Claims agents can log in to their systems and find case data in all the correct locations. Claim accuracy increases due to the guided process, reducing the need for time-consuming follow-ups with policyholders to correct mistakes or obtain additional information.

These improvements reduce the time required to process claims. Policyholders see results sooner, which not only provides peace of mind but may reinforce positive perceptions about the experience of working with your business. Deliver exceptional customer support and accelerate your processing with this simple solution.

Improve Workflows and ROI with the Tungsten Marketplace

A smoother claims submission process may provide a policyholder with immediate reassurance. The simpler the claim submission process, the greater one’s confidence in receiving timely attention and a resolution that doesn’t require too much time. Workflow automation platforms and intelligent solutions from Tungsten and the Marketplace combine to make process improvements possible.

The insurance claims submission chatbot by Cognigy offers insurers a fast, accessible way to modernize this fundamental process. The Tungsten Marketplace also contains numerous other solutions well-suited to supporting operations in the healthcare, insurance, and financial industries. Learn how to take your next steps with this chatbot or explore other potential ways to connect and automate your processes.