Every day, insurance companies deal with mountains of paper mail, including claims, checks, grievances and appeals (G&A), and enrollment forms. Mail must be opened, sorted, and sent to the appropriate department or person before processing can begin, which can take a long time if done manually. This causes slow turnaround times and can also result in lost or misplaced documents, further slowing down processing times. This is especially troublesome for time-sensitive tasks like claim processing.
The Challenges of a Manual Claims Processing Process
When an insurance company receives a claim, it must go through a series of steps before it can be resolved, such as ensuring all necessary information has been provided, validating the claim's authenticity, and reviewing the claimant's policy terms. Paper management as part of this process creates inefficiencies and slow response times, especially if you receive hundreds or thousands of claims per week.
How a Digital Mailroom Improves Productivity and Customer Service by Streamlining Claims Processing
Claims processing can result in a backlog of paperwork that necessitates extensive manual labor to open and sort mail as well as enter data into existing systems for processing. An outsourced mailroom partner will handle all of the heavy lifting as part of a digital mailroom solution:
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- Claims are routed to a specific P.O. box.
- The mail is gathered, opened, and prepared for scanning.
- Documents are scanned and classified according to their type (claims, medical bills, etc.)
- Indexed data includes claim number, policy number, and date of care.
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Before returning to the client, indexed data is matched against data provided by the client. Data is reviewed to see if any exceptions can be matched. Documents and data are digitally delivered to the client for processing.
Your employees will benefit from an outsourced digital mailroom in the following ways:
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- Reduced filing and storage costs
- Increased productivity as a result of reduced time spent handling mail and paper claims
- Easily located and processed digitized claims
- Enhanced customer experience and response times through accelerated processing
- There will be no more misplaced or lost documents.
- Teams that can work remotely
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An outsourced mailroom also ensures business continuity if your office is forced to close due to inclement weather, natural disaster, or pandemic - all of which will force businesses to rethink how they do business in 2023. Digitized claims eliminate disruptions in your processing workflow and allow your team to work remotely or in-person.
Insurance Expertise You Can Rely On Mailrooms in the Digital Age
Concentrus offers digital mailroom solutions to insurance companies across multiple service lines, including property, life and casualty, and medical. While all mailroom solutions include a dedicated P.O. box where mail is collected, opened, prepped, and scanned, indexing and data delivery are tailored to each insurance provider's specific business needs.
