Renew insurance claims speeded with Masternaut dynamic scheduling
Leeds, UK, 23 June 2011 – Renew, the claims servicing division of Cavalier Insurance Services, has invested in a high-tech PDA mobile reporting and dynamic scheduling system from Masternaut. The system helps Renew deliver the highest level of customer service while reducing costs for the insurance companies that contract Renew to manage insurance claims. It has enabled a 25 per cent increase in the number of jobs each inspector is able to complete each day.
“We manage tens of thousands of claims every year and this system helps us to deal with each claim efficiently and cost effectively by optimising the workloads among the inspectors. This helps to meet and often exceed our service level agreements. Importantly, we get more jobs done each day. The system is a great USP and allows us to manage workloads efficiently even when we experience surges in the number of claims we have to handle due to adverse weather or flooding,” says Chris Sutton, Network Manager for Renew.
The system uses an intelligent appointment-booking feature that allows all customer service centre agents to book inspections, enabling major efficiency and service level improvements. This presents the most cost-effective available time slots to the agents who then offer the optimal days and times to the customer. The customer chooses the slot that suits them while they are discussing their claim needs with the agent. This also means they are more likely to keep to their booked appointment time.
“It allows us to reduce the number of contact points for customers as they only have to deal with one customer service agent and one inspector, which helps streamline the administration for each claim and boost customer service. The intelligent scheduling reduces the travel time between each job and we can see on screen how the inspectors are progressing through their workloads throughout the day,” says Chris Sutton.
Renew operates a UK wide network of inspectors who are home-based. They receive their daily job schedules direct to their PDAs overnight, eliminating the need to call into the office for their appointments. The PDAs act as mobile offices and workstations for the inspectors and help with maintaining a full audit trail for each claim. The inspectors follow a pre-programmed workflow for each job from verifying the claim through to completing the work, which could involve replacing the items or restoring them to original condition. They also use the system to log the insurance excesses they have to collect and they use the PDA camera to photograph damages and restoration work done to carpets and soft furnishings to give a before and after record.