There are a number of claims management systems out there and all do the same job to a greater or lesser degree. Being perfectly honest, most systems have similar set of features that cover the important parts of claims management. So what are the key features, over and above those you would expect, that a really good system provides as standard?
1. Cloud based
With flexible working on the increase and hot-desking becoming standard practice it's important that you can access you systems remotely. Cloud based systems are also quicker, easier and cheaper to deploy than on premise. IT departments love it too because maintenance and upgrades are all taken care of.
And don't worry about security. The better suppliers host all their data on a Tier 3 data centre which is authorised for restricted government data and NHS records.
2. No hidden costs
So that you can accurately budget, you need to know exactly what you're spending. Make sure that you don't have to pay extra, over and above your standard fees, for any system upgrades or maintenance as this can bump up your annual costs.
3. Comprehensive document management
Managing claims records compliantly can be tricky if they are saved all over the place. A good quality claims system will hold them all in one place attached to the claim and makes them easily searchable. This ensures a robust audit trail and makes time consuming FOI requests straightforward.
4. Full email integration
Automatic email logging against a claim is provided by all claims management systems worth their salt. However, many claims systems force you to use basic email functionality from within the software.
Shockingly, some software won't even let you attach documents to emails that are held in the very same system! Make sure this is possible as it can take a substantial amount of time and hassle having to download documents to your desktop then upload to the email.
Additionally, the better systems automatically save any email attachments separately as well as saving the original email in its entirety.
5. Configurability - make the system work for you
The main reason anyone buys a claims management system is to make their life easier. Bespoke software does this perfectly but is a huge outlay and commitment, off-the-shelf systems are cheap and quick to implement but have very little scope for customisation. Hybrid systems are the best of both worlds as it is effectively an off-the-shelf- solution that can be configured to fit the way you work so you don’t have to change your processes.
The adaptability of your system will make a huge difference to how well it addresses your needs. You should be able to amend any field, heading or automated workflow to fit the way you work and the terminology you use.
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