In the event of a claim: Innovative software for customers

As an insurance company, it's important to meet the needs of policyholders, who should - in the event of a claim - be able to reach an advisor at any time and from anywhere, preferably via all communication channels. When it comes to claims processing, it's therefore vital that as many channels be open as possible. The expectations of policyholders are changing in the age of digitalization. Tech-savvy consumers want to enjoy and benefit from the advantages of digitized features, which allow for things like the quick and transparent processing of claims. As a result, the insurance industry is facing increased pressure and forcing companies to adopt innovative and automated applications.
At adesso, we work with innovative companies to ensure our software meets the requirements of today's world.  In this article, we provide an overview of the partners and product management work that go into our in|sure General Claims claims management software.

Accident reporting as per the European standard

The European Accident Statement form inspired the company BBG Solutions to develop the Accident Tool app, which greatly simplifies the reporting of claims. This accident-recording app has been developed extensively over the years thanks to abundant information from the field, derived mainly from the Basel Cantonal Police Department and feedback from people involved in accidents, as well as from a wide range of suggestions from claims adjusters and insurers. Initially designed solely for the recording of traffic accidents, the app has now become a multifunctional solution for managing the damage reports of the parties involved in an accident, structuring the recording of accident-related data (including guide assistance), and simplifying the exchange of information between the affected parties at the accident site. If a traffic accident occurs, information can be exchanged via QR code, while a GPS-based feature allows the injured party to request the nearby towing service or find the nearest partner garage of the insurer, as well as transmit all the necessary data directly to the insurer. In the app, the insured or injured party can specify the location of the accident, the type of damage, create a sketch, take photos of the accident, and send the damage report directly to the insurer with a signature. In the future, structured accident data will be forwarded to in|sure General Claims directly, and a claims system will operate automatically. Thanks to this feature, claims processing will become much more efficient. This partnership arose from our national affiliate in Switzerland, which is managed by Maik Fettig.

Streamlining the claims process

We're currently in the process of connecting our software to the claims platform of 3C Germany. By communicating via the interface to 3C, we can ensure that the claims process runs smoothly, from the reporting of the claim to the management of the contract and the service provider. In the future, the insurer will be able to increase customer satisfaction by quickly assigning contracts and providing for transparent claims processing. 
To combat increasing claims settlement expenses, digital correction processes will allow for erroneous invoices, expert opinions, and cost estimates to be checked quickly and the results fed back to in|sure General Claims in a structured manner.
Additional interaction between the claims platform and our system will allow for data to be transferred directly for claims entry, reserves, and payments. With our software, we can therefore ensure that claims are settled faster and automatically.
Much of our product development is based on the influence of external companies. However, we also possess a great deal of know-how within the group itself. This know-how has led to the creation of our Community of Practice: Claims Solutions, which we will discuss below.

Community of Practice: Claims Solutions - A cross-company group for discussing claims

CoP: Claims Solutions is a working group that meets on a monthly basis to promote the exchange of information between the colleagues of adesso SE (Line of Business Insurance) and the Product Management Department (General Claims) of adesso insurance solutions GmbH. By working together, adesso SE and adesso insurance solutions can become more united and produce the best possible results. Networking and joint visits to trade fairs and congresses (such as the Leipzig Insurance Forums) are also important to keep a constant eye on the market. Finally, professional discussions between colleagues can promote the further education of individual participants.

Currently, the CoP participants are spending a great deal of time (even off the clock) connecting the standard software in|sure General Claims to adesso SE's Anti-Fraud Management solution. Thanks to this in-house fraud detection software, we will be able to offer our customers even more products from a single source in the future.

Practice-oriented further development

The solutions described above are measures that help with the (financial) settlement of claims in the insurance industry. Our customers benefit from the intuitive use of the claims application and its peripheral systems, while on the project side, processes can be customized via specific sets of rules. Thanks to the constant involvement of our current users and collaborations with InsureTech companies and service providers, in|sure General Claims will continue to be equipped with new features and developed in a practice-oriented manner.

Would you like to learn more about innovative claims management? Feel free to contact our colleague Michael Rabin, Senior Business Developer at adesso insurance solutions.