Accelerating Claims: Enhancing Efficiency Through Mobile-First Communication

The Challenge

Efficient claims processing is paramount for insurance firms, directly impacting client satisfaction, operational costs, and regulatory compliance. Delays, miscommunication, and a lack of consistent record-keeping on mobile devices often plague the process. Claims adjusters and support staff frequently communicate with policyholders, third-party experts, and internal teams while on the move, but these critical mobile interactions are often unrecorded and disconnected from the central claims management system. This creates bottlenecks, increases the risk of disputes, and makes auditing a significant challenge, ultimately delaying payouts and costing the firm money and reputation.

Business Impact

Delayed Claims Resolution

Inefficient mobile communication leads to longer claims lifecycles, frustrating policyholders and increasing the administrative burden on the firm, impacting key performance indicators.

Increased Risk of Disputes & Litigation

Without clear, recorded mobile communications, disagreements over claim details, instructions, or agreements are more likely, potentially leading to costly disputes and legal challenges.

Manual Data Entry & Errors

The absence of automatic capture for mobile interactions often necessitates manual transcription into claims systems, which is time-consuming, prone to human error, and delays the entire process.

How Tango Extend Solves This

Tango Extend optimises claims processing by transforming mobile devices into powerful, integrated tools for insurance teams. By ensuring all relevant mobile communications – calls and messages – are automatically captured, recorded, and archived, it provides a transparent and auditable trail for every claim. This accelerates information gathering, reduces manual efforts, and minimises disputes. Integrated with Microsoft Teams or Cisco Webex Calling, it also enables seamless collaboration among claims adjusters, legal, and operational teams, no matter their location.

• Automated Mobile Interaction Capture — Every conversation and text message related to a claim is automatically recorded and stored, removing the need for manual logs.
• Enhanced Audit Trail — Provides a complete, immutable record of all claims-related mobile communications, invaluable for dispute resolution and regulatory audits.
• Quicker Information Flow — Claims adjusters can communicate efficiently from the field, with all data feeding directly into the company's systems, speeding up decision-making.
• Improved Team Collaboration — Seamlessly connect claims teams with experts via Teams or Webex Calling on mobile, facilitating faster problem-solving and coordinated responses for complex claims.

Use Case

A policyholder calls their insurance company after a car accident. The claims adjuster, while en route to another inspection, answers the call on their Tango Extend-enabled mobile. The entire conversation, including details of the incident and initial advice, is automatically recorded. Later, an expert witness calls the adjuster for clarification; this call is also recorded. All these interactions are time-stamped and attached to the claim file, providing a comprehensive, auditable history that drastically speeds up the investigation, reduces potential misunderstandings, and ensures consistent client communication.

FAQs

Q: How does recording mobile calls impact client privacy during claims processing?

A: Recording is done in compliance with regulatory mandates (e.g., GDPR, MiFID II for financial advice) which often require such capture. Firms must ensure they have appropriate consent frameworks in place, and Tango Extend ensures the secure handling and restricted access to recordings to protect privacy while meeting legal obligations.

Q: Can claim adjusters use their mobile to share photos or documents related to a claim?

A: While Tango Extend specifically focuses on voice and SMS/MMS capture, its integration with UC platforms like Microsoft Teams allows for secure sharing of photos and documents within the Teams environment, which can be accessed by adjusters on their mobile. This ensures media sharing also falls under a managed and auditable enterprise system, complementing the voice/text capture.