Tag: First Notice

Absence Management and FROI

Posted on

December 20th, 2016

by

shutterstock_306793247 - CopyThe first report of injury (FROI) is a critical element for worker’s comp compliance. Even if the employer does not agree with the employee, the employer must file an FROI. Each state has its own FROI form, but the requirements follow a similar pattern. Employers must file an FROI after an employee misses five or more paid workdays due to an injury. The employer has seven business days from the fifth missed workday to file.
Employers should make four copies of the FROI form. One copy should go to each of the following:

  • The state
  • The employee
  • The insurer

Employers should retain the fourth copy for their business records.
Another circumstance that requires an FROI report is if the employee seeks medical treatment for a workplace injury. Once the doctor learns of the context behind the injury, they must file a report. This is to ensure an accurate timeline and detailing of medical facts (i.e. dates, times, and locations pertinent to the injury). Much like first notice of loss (FNOL) reporting, prompt FROI reporting leads to a better result. Delaying can cause confusion over the accuracy of facts and interrupt the return-to-work process.
FROI and absence management often go hand in hand. Returning to work after a workplace injury can intimidate some employees, especially if they missed a prolonged period of work. However, returning to work can improve the employee’s morale with the proper accommodations. A phased reintegration can provide financial and emotional benefits for the employee. This also benefits the employer as the employee can return to work faster without overwhelming them. To learn more about FROI and absence management, contact us.

Improving Claims Denial Management

Posted on

November 21st, 2016

by

absence management video image borderClaims denial is part of any insurance revenue cycle, particularly when it comes to healthcare. While it is unrealistic to assume claim denials will drop to 0%, there are ways to prevent it from happening. According to the American Medical Association (AMA), denial rates ranged from 0.54% to 2.64% for major private payers and up to 5% for Medicare. Rates are down across the board from 2012, but there is still room for improvement.
The cost of claims denials has prompted some providers to focus on avoiding denials in the first place. The process involves:

  • Putting an automated procedure in place
  • Identifying and evaluating reasons for denials
  • Enhancing front-end processes for the revenue management cycle
  • Handling denials using an expedient method

The vast majority of denials are avoidable. By identifying the most prevalent reasons for denials, providers can improve their processes to reduce these issues. Some of the most common causes for denial include:

  • Payer does not cover services
  • Claim submitted outside of time limit
  • Duplicate claim submission
  • Relevant information missing

Rather than waiting for a rejection notice, providers can take an active role in claims denial management. By reducing inefficiencies that cause or promote common errors, providers can save money by avoiding denials. The best way to achieve this is with a custom in-house solution to address your specific claims process. Contact Actec to learn more.

Improve FNOL Customer Satisfaction for Better Retention

Posted on

November 10th, 2016

by

shutterstock_138016598 - CopyFirst notice of loss (FNOL) occurs when a customer first contacts their insurance provider to make a claim. It should not come as a surprise if the customer is upset. They were either just in an accident, experienced a theft, or some other kind of damage occurred to their insured property. An insurer’s FNOL process offers a major customer service opportunity to improve customer satisfaction and retention.

How to Improve FNOL Satisfaction

A claim intake specialist may feel they cannot improve a customer’s experience if the customer is already distressed. It is true the specialist may not be able to improve the customer’s situation in that instant. However, there are steps they can take to leave a positive long-term impression.
The claim intake specialist should explain the policy coverage to the customer. Even though the customer selected their current level of coverage, they may not remember every detail about their policy. No customer wants to be left in the dark when it comes to what his or her policy covers.
The specialist should also provide details on the claims process. The customer may not know what steps they need to take or when to expect their claim payout. If the customer knows it takes 5-7 business days for their claim payout to process, they will not be wondering where their money is three or four days after filing their claim.
Improving customer satisfaction through FNOL goes beyond retaining current customers. Customers who are delighted with their insurance provider’s performance are much more likely to recommend their insurer to others. To learn about custom in-house solutions to improve your FNOL process, contact Actec.

5 Key Terms in First Notice of Loss Operations

Posted on

August 17th, 2016

by

shutterstock_306793247 - CopyThere several important terms when discussing first notice – some may seem esoteric, others mundane. But understanding their full meaning and method of execution can dramatically improve business operations for organizations of all shapes and sizes. A positive FNOL interaction is key to successful business operations – from client relationship management to risk reduction.
1. First Notice of Loss (FNOL) – The initial report of a claim or incident resulting in loss of an insured product. A crucial element of insurance coverage. This discipline and its various constituents is now dependent upon a vast array of technologies, from data management and communications software to social media awareness and forensics.
2. Claim Intake – The initial interaction between claimant and professionally trained personnel – a critical step in the FNOL process.
3. First Report of Injury – The initial report of a claim or incident resulting in injury to an employee. A employer practice required by law.
4. Claim Handling/Claim Management – The conveyance of an insurance-related claim through a system of communication and investigation to ascertain the appropriate compensation. The more adept and timely the claim management, the less shrink for insurers and the higher satisfaction for clients.
5. Incident Reporting – A system of documentation for FNOL in which specific details must be thoroughly recorded to ensure proper claim management. Well-trained personnel and a modern, sophisticated incident reporting medium significantly reduce costs due to slow resolution, shrink, and other organizational issues.
There are other components of FNOL, but familiarity with these 5 key terms will illuminate much of our industry and its purpose. To learn more, contact us.

5 Ways to Personalize First Notice of Loss Reporting

Posted on

July 5th, 2016

by

shutterstock_306793247 - CopyYour FNOL team will be seen as the voice of your company by your customers. It’s essential to personalize the way your organization handles First Notice of Loss reporting by following these five tips.
Communicate with Sincerity
You want to make sure all of your communications with customers are sincere, especially when handling a claim. Have live operators to handle FNOL calls and have them identify themselves to the customers. Hire representatives who have people skills as well as technology skills and who share your company values.
Handle Claims Proactively
Make sure claim representatives don’t just take down information and fill out forms. Train operators to be able to notice potential underlying issues and resolve them immediately or pass the information on to the right department. Solving problems before they occur will help the claims process run smoothly and increase customer satisfaction.
Offer Convenient Communication Channels
Multi-channel FNOL reporting has become an essential element – leverage this strategy by having the same operator help process the claim from start to finish, even if this occurs over multiple channels. If one representative answers a customer’s tweet, email and phone call the customer will feel a personal connection to the employee and this will improve their experience.
Offer Multiple Methods of Form Delivery
In addition to allowing customers to file their claims on multiple channels, your company should also be prepared to deliver forms in multiple ways.  Attaching a jpeg to a tweet, texting information or attaching forms in an email can help customers receive the paperwork they need sooner so they can begin the recovery process faster.
Don’t Promise What You Can’t Deliver
In an effort to calm an upset customer, a customer service representative may make promises the company can’t keep. Not only does this not improve the situation, it can hurt the company’s reputation. Train your representatives to only make promises the company can keep and to always tell customers the truth, even if it is something they don’t want to hear.
Learn more ways you can improve your First Notice of Loss reporting by contacting the experts at Actec.

FNOL: Goodwill Towards Non Customers

Posted on

June 21st, 2016

by

shutterstock_252811903 - CopyEfficient First Notice of Loss processing helps with customer retention. FNOL strategies can also help improve the reputation of your brand. When you are considering FNOL systems, understand you also need to consider people who aren’t your customers.
If your customer is involved in a car accident that involved another vehicle, your company will also have to work with the other driver and their insurance company. During the claim process you may need to speak with the other driver, either verbally or in writing. The speed with which you handle your company’s end of the claim process will affect the attitude the non-customer will have regarding your company.
Different areas where you can shine during the FNOL process include:

  • Contacting the other party’s insurance company regarding the accident
  • Contacting the other driver regarding your claims process and what your company will contribute should your insured be found liable
  • Working with the other company regarding assessing blame
  • Working with the other company regarding what your company will pay to satisfy the claim
  • Issuing any funds owed to the other driver.

If the other company handles the FNOL and claims process more efficiently than your organization does, this can have a negative effect on your company’s brand.
Even though that person may not be your customer now, they may be considering switching insurance companies in the future. If the other insurance company offers superior customer service, then the insured may decide to stay with that company. They may also tell others about their bad experience, which may affect the number of customers you gain in the future.
If you offer superior customer service and the other company doesn’t excel in the claims process, then the other driver may decide to switch insurance companies after the claim is processed.
An efficient FNOL process affects your ability to retain your current customers and help you gain more customers in the future. Contact the experts at Actec to learn how you can streamline your FNOL process.

Completing the FNOL Process with Value Added Services

Posted on

June 7th, 2016

by

shutterstock_138016598 - CopyPeople are taught that when they get into a car accident the first thing they need to do is call their insurance agent. What your FNOL call center and adjusters do when customers call to report an accident will help make the entire claims process easy or just another part of their new nightmare.
Putting People First
When a person calls to report an accident, the call center agent shouldn’t just open their computer screen and start asking questions so they can fill out the necessary forms. The first question anyone asks when they hear someone has been in an accident is “Are you all right?”
Before an agent event touches a form, they should ask the customer if they are all right and tell them how sorry they are that this has happened to the individual. Put the person first before the claim and this will help your company make a human connection with the customer.
Immediately Send Important Details
In addition to filling out the necessary paperwork, the FNOL specialist needs to let the customer know everything that will happen in the next several hours, days, and weeks. Let them know if they qualify for a rental car, explain how the car will be inspected, let them know how quickly the claim will be processed, and when the customer can expect funds for repairs or to pay off a loan if the car is totaled.
After completing the FNOL process, the agent needs to send a written copy of this information to the customer. The person will have many things going on in their heads at that moment and may still be in shock. They may forget what the call center agent said five minutes after they hang up the phone.
Sending a copy of a list of next steps and customer responsibilities will help increase customer satisfaction and make sure the customer does what they need to do to complete a claim. Sending it in multiple formats, such as text and email, in addition to updating their online insurance information, will offer an added value that your customers will appreciate as they try to get their lives back to normal.
Be Proactive
The FNOL specialist, adjuster and anyone else who handles the claim should be proactive throughout the process. Contact the customer via phone or email on a regular basis to offer updates and to check on how the person is doing. This will reduce the customer’s stress and help them understand what is going on with their claim without having to log on to the company website or call the insurance agent.
Offering value added services doesn’t have to be time consuming or expensive. Showing that your company cares about the individual, being proactive with claim updates and offering next step information across multiple channels are small improvements that will offer your company big rewards.
And to learn more ways your company can improve your FNOL process, contact the experts at Actec.

5 FNOL Terms You Need to Understand

Posted on

March 10th, 2016

by

shutterstock_252811903 - CopyAs with any industry, insurance is filled with abbreviations. The abbreviations regarding FNOL call centers are important for businesses to understand if they want to improve customer satisfaction and handle claims efficiently. Here are five terms you need to understand for your FNOL Call Center.
ASA
ASA stands for Average Speed to Answer. This is the amount of time it takes for your intake specialists to respond to inbound calls. If your ASA is too long you may have issues with ATA.
ATA
ATA is an abbreviation for Average Time Abandonment. If a customer is on hold too long they will disconnect the call. If a customer hangs up because they receive a recorded message, the phone rings for a long time without being answered or the individual is left on hold too long you will have to deal with dissatisfied customers. Two reasons for increased customer disconnects can be ATB and CHT.
ATB
ATB or All Trunks Busy is a term used when all lines are engaged so the call center can’t receive additional inbound calls or make outbound calls. ATB often occurs when a company doesn’t have the right infrastructure to handle call volume.
CHT
Call Handling Time (CHT) is the total time it takes for a call center representative to handle a claim, including time on the phone with the customer and time after the call to complete the necessary paperwork. If an intake specialist takes too much time handling one claim, the ASA is increased, which affects the companies ATA. EDI may also impact CHT, thereby decreasing the quality of the entire intake process.
EDI
EDI is the Electronic Data Interchange used by all claim management parties. The more efficient a company’s EDI is, the faster a call center can complete a FNOL intake form. Efficient EDI also reduces penalties, fines and customer dissatisfaction.
Understanding these five terms and managing their impact on your call center will create an efficient FNOL intake process. Some companies have a handle on these five terms, while others need to find ways to improve their FNOL management. Contact the experts at Actec for more information about our proprietary intake solution, and how you can use it to improve workflow and improve customer satisfaction

FNOL: Advanced Listening Strategies

Posted on

January 5th, 2016

by

Making a connection over the phone is difficult in the best situations. Customer service and sales professionals have to engender trust and form a relationship with guarded, stressed or hostile individuals. Advanced listening strategies can help you make First Notice of Loss situations a better experience for everyone.
shutterstock_138016598 - CopyMore Than Active Listening
Active listening skills are an important part of customer related positions. However, in situations such as FNOL calls, basic listening skills aren’t enough. Repeating what the customer says verbatim may show you were listening, but doesn’t show you comprehend the situation.
Advanced active listening skills include:

  • Listening for verbal cues
  • Repeating what the customer said in your own words
  • Confirm that you heard the customer correctly
  • Ask relevant questions to close the conversation

Listening for verbal cues will help you understand key pieces of information, even if they don’t say everything you need out loud to complete your forms. Jotting down information will help you rephrase what the customer said and form the relevant questions you will ask.
Confirming what you heard after you rephrase what the customer told you is important. Many people will point out if you misheard a point, however in stressful situations such as a FNOL call, customers may not catch discrepancies.
Therefore, it is important to ask them directly if you understood what they were trying to say. This will help ensure you complete the forms correctly and will avoid issues with the claim later in the process.
Asking relevant questions will show your experience and reduce the customer’s stress level. Nothing makes people more frustrated than being asked pointless questions they may have already answered. Only ask what is necessary to complete the form and then move on to what the customer has to do next to complete the FNOL process.
Using these techniques will help engender trust early in the conversation and make the FNOL call successful. You will be able to complete the forms accurately and you will improve the customer experience. For more claims handling and first notice of loss expert tips, contact the experts at Actec today.

FNOL Strategies: Top 5 FNOL Blog Posts

Posted on

December 21st, 2015

by

First Notice of Loss (FNOL) call centers are more than just a method for your customers to file a claim. They are a way to differentiate your company from your competitors and improve customer satisfaction.  Whether you handle FNOL reporting in-house or outsource your call center process to a third party, it is important to understand FNOL strategies.
Our five most popular blog posts will help you comprehend vital aspects of FNOL, including:

  • The significance of workflow managementabsence management video image border
  • The software, hardware and human resources necessary for FNOL management
  • How to balance business needs with state requirements and customer demands with FNOL reporting
  • How a multi-channel FNOL strategy is important for customer satisfaction
  • The value of creating a one-call solution for FNOL reporting

The top five FNOL blog posts of 2015 are:

Reducing costs while increasing customer satisfaction will improve the ROI of FNOL management. Third party call centers are an effective alternative for in-house FNOL reporting. Third party companies have the up to date solutions and trained staff to handle a variety of FNOL reporting services and can offer professional solutions for reasonable rates.
To help your company understand the intricacies of customer intake solutions, claims handling and first notice of loss, contact the experts at Actec today.