Outsourcing Services to Streamline Insurance Claims

Key Results

The Problem

Enhancing insurance claims processing

Our client is the leading automotive insurance claims processor, connecting insurers with the largest active lien holder network in the United States for accelerated resolutions on a digital highway.

They need accurate information as they are the mediator between the lien holder and the insurance carrier. A tight turnaround time must be maintained once orders are placed on a new claim.

They have high expectations including:

  • Call Quality scores 95% or greater
  • Data Accuracy 100%
  • Claim queue up to date daily
  • Back office support functions – 100% complete by the end of the day

Our Solution

Elevating back-office support

Radius’ solution involved the following:

  • Revamping the client’s training material to include voiceovers/videos and process knowledge tests catered to different types of learners
  • Introducing electronic notifications for the agents to ensure recent updates are communicated to maintain quality
  • Establishing additional toll gates during the training phase and an On-the-Job Training (OJT) module to enhance the learning curve
  • Conducting call calibration sessions within Microsoft Teams and with the client for constructive feedback.
  • Introducing agent overtime to accommodate lenders that are open after our client’s standard hours to ensure timely turnaround on claims.
  • Providing regular up-training for associates to constantly improve the process and the end-user experience. The up-training is focused on operational/quality/skill development – the topics critical to the overall process for this client.
The Results

Results for our insurance claims processer client:

  • Quality calls with accurate information thus ensuring first-call resolution
  • Quantity of claims completed to match the daily client requirement
  • Flexibility with staffing
  • 100% accuracy with claim processing
Project Timeline