The development of a truly innovative customer journey can be achieved by integrating with three other areas-AI and digital technologies, the digital integration of the claims ecosystem, and a new digital operating model (Exhibit 2). Tanguy Catlin, Johannes-Tobias Lorenz, Bob Sternfels, and Paul Willmott, “ A roadmap for a digital transformation,” March 2017. In our experience, successful digital transformations in claims begin with developing a new value proposition that sets a high-level aspiration and pursuing an end-to-end digitization of the claims customer journey. Elements of a successful digital claims transformation This article examines the five essential elements needed to digitize and transform claims. For maximum impact, claims functions should develop a digital value proposition and an aspirational future state for a digital claims function first and then prioritize into a transformation road map. Insurers should adopt a customer-centric mind-set and undertake an end-to-end reassessment of their customer interactions-starting with the most relevant customer journeys (see sidebar “The claims customer journey”). So where to start? A true digital redesign of claims integrates a relentless focus on the customer with a value-driven approach. Watch the video feature, “ What is customer journey?.” Throughout thisĪrticle, we will revisit this customer journey toĭemonstrate how the enabling elements support Requests, automate low-value transactions, andĮxpedite the claims process. Insurers can be more responsive to customer The process flow from the customer perspectiveĪnd applying technology to facilitate each step in Of loss (FNOL) initiates the claims process, whichįurther consists of claims management, lossĪssessment and repair, and claims settlement.ĭigitizing the claims process involves redesigning When aĬustomer does submit a claim, the first notification The claim is submitted, as an insurer can take Resolving a claim, the journey starts even before Need to buy a policy, change an address, or Journeys can be triggered, for example, by the In the insurance industry, discrete customer Parts of the organization must work together to
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Rather than a series of individual touchpointsĪllows insurers to better understand how different Interactions with customers as part of a journey Of touchpoints and are typically defined by Nicolas Maechler, Kevin Neher, and Robert Park, “ From touchpoints to journeys: Seeing the world as customers do,” March 2016. Traditional and digital channels, the concept of theĬustomer journey has gained more prominence. The succession of customer interactions across 0.As companies have attempted to understand.Compatible to all 4 plate sizes (0-3) to allow for various tooth positions.Ultra-thin imaging plates which can be reused over 1000 times.Wireless functions allow for mobile viewing & improves Doctor-Patient communication.
The compact powerful device is particularly easy to use and requires a minimum of space – so that it can be installed in the treatment room. The advantage: X-ray and scanning directly at the chairside for dentist.
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