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For a while now, CED Claims offers an expansive solution for claims handling processes for insurers and outsourced powers of attorney. With guaranteed capacity, quality, and flexibility. ‘What we offer is a flexible operating model that we can have operational within a month,’ states Karin Korstanje, Managing Director of CED Claims. ‘Our solutions meet our clients' needs for quality, flexibility, capacity, and smart technology. In practice, it turns out that the general performance of those organisations improves because of the higher quality and lower margins of error in the work done by CED Claims.’
The claims handling process is under pressure everywhere in Europe. Partly due to the fickle volumes (climate damages) and the self-conscious victims that, according to research, want to be assisted rapidly, flexibly, emphatically, and in a ‘multichannel’ way when they submit a damage claim. On the other hand, insurers and outsourced powers of attorney have to deal with understaffing, hard-to-recruit new talent, and the uncertain investment in training. The rapid digitisation and application of Artificial Intelligence also require a large amount of adaptability. With this combination of circumstances, it can be a challenge to ‘exceed client expectations’ and ‘deliver quality’ in the claims handling process.
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Flexibly operating model
In the last few years, CED Claims developed a solution for the claims handling process by listening to these market signals. The solution guarantees capacity, quality, and flexibility. Moreover, each solution is bespoke, fully designed around the ambitions and needs of the insurer or power of attorney. Everything is possible. The outsourcing of the whole claims handling process, or of a number of (administrative) parts of the process. The hourly or daily hire of (senior) knowledge and skill to enhance their own claims department. The availability of a flexible shell to allow rapid up- or downscaling. Or a hybrid complete solution, a combination of in-house claims handlers with national and international teams of CED Claims.
Expansion Claims Operations Centers
CED Claims organises and trains the capacity where it is available. A central part of the claims solutions of CED is therefore that of the innovative Claims Operations Centers. First in Tunis (Tunisia) and Sofia (Bulgaria), and recently also in Lisbon (Portugal). In these centers, hundreds of claims handlers work together with the national claims departments of CED or the claims departments of clients. In supportive back-office processes, or from the very first damage claim to the completion of a file, including contact with victims. These CED claims handlers are always multilingual, highly educated, and often trained by CED. They know the national legislation of the client, are very customer-oriented, and committed to sharp KPIs and SLAs. Of course, these Claims Operations Centers are compliant with the highest standards of information security. Tunis is fully GDPR compliant; Sofia and Lisbon are reliable Europe-based centers.
Capacity and quality in claims handling. Balanced the way you want
Outsourced or integrated into your organisation
Rapidly up- and downscaled, given the changeable volumes of future digitisation
For all occurring claims: motor, property/building, national and international claims, and recourse
Immediately operational, in your system or in that of CED Claims
Attractive tariffs.
‘All inclusive’
The CED Claims solutions for the claims handling process could also include recourse, fraud detection, or remote expertise. ‘Because this form of expertise can take place via a video connection in a location-independent manner, an increasing number of customers in France use remote expertise by CED employees in one of the Claims Operations Centers,’ says Isabelle Heuzé, Direction Opérationelle CED France. ‘Particularly in Property damages. These volumes can be very fickle due to climate-related damages (extreme floods or droughts). The loss adjusters and claims handlers of the national team of CED France (Eurexo) supervise and maintain contact with the customer. This hybrid form of collaboration leads to excellent, rapid results.’
Realising organisation goals
CED Claims offers insurers and outsourced powers of attorney a solution for claims handling, with which they can realise their organisation goal in terms of quality, customer satisfaction, future-proofness, and cost efficiency. With that, the needs of the client form the starting point. Together, the core of the issue is identified, after which CED Claims designs the solution. Then follows the establishment and implementation, within the client’s systems via CED’s platforms, including training the involved employees. Within a month after identifying the assistance request, the claims handling can be made operational.