Digitising the claims journey

In the current fast-paced digital landscape, many customers seek the ease of satisfying their needs from their fingertips, including their insurance claims. While digitising the claims journey is deemed the optimal method of enhancing customer experience, is it the sole approach?

The process of digitising claims can bring advantages to customers by providing them with fast, easy access to their claims information from any location and at any time. This level of convenience is intended to improve overall customer satisfaction whilst advantageously reducing costs associated with claims processing.

In line with this objective, we consider our ongoing investment in technology essential. Neptune, our unique bespoke claims handling system, is designed to handle all alternative accommodation (AA) claim components and offers comprehensive solutions. It has a portal interface for loss adjusters and clients to authorise options, view bookings and check invoices, and communicate directly with us on the claim reducing telephone and email touchpoints. The system produces real-time, detailed management information, allowing instant action to influence outcomes and reduce indemnity costs instead of relying on historical analysis. And our API (application programming interface) is designed to integrate with our clients’ solutions. We continuously update our system and invest in technologies, such as virtual card payments and a sophisticated cloud-based telephony system, to support the best customer journey with full transparency for clients.

In addition, our operations at Rapid Relocate also feature Neptune Live, a self-booking tool that desk-based handlers can use, field loss adjusters, and potentially even customers themselves, all of which can be accessed digitally. However, it’s important to acknowledge that not all customers may feel comfortable with technology and prefer to speak with a live representative.

While digitising the claims journey is essential, we also recognise the value of the ‘human touch’. In our experience, customers under considerable stress often seek empathy and assurance. A kind and understanding voice on the other end of the phone can be a great comfort to a customer going through a tough time.

Investing in our people is as important as investing in technology.

At Rapid Relocate, our team is trained to provide excellent customer service and we ensure they have the skills and knowledge needed to help customers through the AA aspects of their claims journey.

So, to stay competitive and meet customer expectations for convenience, digitising the claims process and having a great team are crucial. The best experience comes from having a complete range of channels and choices over how customers can interact with us.

Contact us today for reliable alternative accommodation handling solutions.