Swindon BC (Swindon) required a claims management software solution to manage its insurance claims because the existing system became obsolete.
Swindon manages a significant number of PL, EL, Motor, and Property insurance claims annually, and they also wanted to migrate around 8,000 from the old system to the new platform.
They wanted improved claims management efficiency, enhanced reporting, and a single data source that related to new and historic insurance claims.
Swindon BC also wanted to easily view and monitor the outstanding actions on their claims, as previously they were using spreadsheets for this purpose.
Swindon Borough Council (BC) is a local authority in England who are focused on engaging with residents, parish councils, businesses, charities, and community groups to progress key activities to enhance life in its community.
The focus of this case study is to highlight the functionality within ClaimControl that enables Swindon BC to easily view and monitor the outstanding actions on their claims so that they no longer need to use spreadsheets for this purpose. This functionality is the “actions and notes” feature within ClaimControl.
The functionality allows Swindon BC to input proactive diary reminders/actions, assign tasks, and set a deadline or due date for those actions to be completed. There is also the option to create a note which can provide a great communication tool, especially when colleagues are working remotely.
In the case of regularly requested actions, and assigning repetitive tasks, the functionality also allows for standardised text to be pre-populated, so that when you assign a task, you can pick up the pre-populated text and there’s no need to re-write from scratch every time. This ensures consistency and minimises errors.
Automation functionality within the software sends email reminders when the action is due, to prompt the action owner to review the claim and update the action. For Swindon, this work may be completing the action, or chasing a response and setting a further action review date.
Reports can highlight the number of times an action has been rescheduled and identify bottlenecks in work processes.
Swindon BC used to monitor outstanding actions through the use of a spreadsheet, however, the actions feature within ClaimControl is a much-improved version to meet this purpose and it feels a lot more streamlined.
Reports and dashboards highlighting assigned actions provide detailed ‘to do’ lists, and are particularly helpful in keeping on top of tasks if people are unexpectedly out of the office. Additional functionality allows for workflows to be set up that automate the creation of actions/notes and then automatically assign them. This is particularly useful if there are pre-defined work processes relating to certain claim types.
“As we outlined in a previous testimonial, Swindon BC is pleased with the functionality of ClaimControl, and having used the system now for several years, we are seeing tangible benefits relating to the actions and notes feature, and this is proving beneficial to our working processes.”
Claire Thompson, Insurance Manager
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