According to a recent America’s Health Insurance Plans (AHIP) survey, “Between 2002 and 2011, the percent of claims submitted and processed electronically nearly doubled from 44 percent in 2002 to 94 percent in 2011.”1 Health insurers must meet these demands of lower claim processing times to ensure a better claims experience. By transforming from paper to digital, thus offering multiple delivery methods, insurers can reduce operating costs and also improve customer satisfaction.
Speed, accuracy and personalization are the key drivers to a better claims experience. The survey also found that: “In 2011, 93 percent of electronic claims were processed within two weeks, compared to 79 percent of paper claims.”2 Document communication solutions can ensure that insurers are addressing these factors and properly handling the increase of digital claims. AHIP President and CEO, Karen Ignagni, said, “Increasing the percentage of claims submitted and paid electronically will reduce paperwork, improve efficiency and help bring down costs.”3
Using document automation solutions, a single template can support multiple delivery channels. With the ability to dynamically assemble, generate and deliver highly personalized communications with varying degrees of complexity, document communications solutions makes it easy to provide consumers with the right information at the right time and in the right format.
The simplest and easiest pathway to improved claims-correspondence quality and near-zero errors is with document communication applications. Using automated data acquisition, version control and reusable content components helps you eliminate costly errors. It also allows you to maintain your company’s brand equity, ensuring that all claims correspondence has the proper brand identifiers in their designated places.
Document communication solutions streamline data acquisition from your core business applications and databases while ensuring delivery via any channel. Using what you’ve captured about your consumer’s likes and dislikes can extend your relationships with them in addition to improving customer satisfaction.
Dynamic correspondence applications provide the tools that insurers need to deliver a highly personalized customer experience through document communications, while reducing costs.
1, 2, 3 Zirkelbach, Robert. “Rise in Electronic Claims Submission Speeds Up Receipt, Processing Time.” AHIP, 5 Feb. 2013. Web. 12 Jun. 2013. <http://www.ahip.org/News/Press-Room/2013/Rise-in-Electronic-Claims-Submission-Speeds-Up-Receipt,-Processing-Time.aspx>.