Processing a spike in insurance claims
Due to the high number of requests for insurance claims for COVID-19 tests or treatments, a high amount of them is initially rejected because the cases cannot be adequately investigated. This means that patients are obliged to pay the initial costs themselves.
This leads to a high number of calls for the contact center, which cannot be processed satisfactorily with the current capacity.
Insurance companies can deploy robots to check patients’ requests for insurance coverage.
This helps to inform patients about their protection and thus relieve the contact centers of the insurance companies.
Results & Benefits
- Handling claims more efficiently
- Fewer calls relating to COVID-19 insurance claims
- Maintain a high level of customer satisfaction and experience